Research On Customer Satisfaction To Kindle Ereader Based On Online Reviews On E-commerce Platfrom

The E-book market is booming currently.As one of the carriers of e-books,the kindle reader is facing not only new opportunities,but also fierce competition.Chinese and American market,with the highest reach rate of e-books,Amazon has already laid out the globalization plan for kindle reader.They are covering both Chinese and American market.Kindle is the "leading" of e-readers,if amazon want to keep the leader position of the market,they must know what the customers need.It’s necessary for them to analyze their customers,to carry on the customer satisfaction evaluation and to find what they focused on.Amazon needs to know the strengths and weaknesses of Kindle so as to bring better propose to maintain and enlarge the E-reader market share.This paper sorts out the relevant theories about customer satisfaction and learns from some research results,explore the main factors affecting customer satisfaction of Chinese customers and American customers via Sentiment Analysis.The main findings of this paper include:(1)Process the text,to get the Word Cloud,and analyze the relevant factors affecting customer satisfaction of Chinese customers and American customers.(2)Based on the LDA topic model,get the main factors of customer satisfaction between the two countries according to the high-frequency topics words.There are 10 main factors of customer satisfaction of Chinese,8 main factors for American.(3)Through the analysis of the important factors affecting customer satisfaction between China and the United States,we can get significant differences of the important factors between the two countries.There are only 6key factors are the same,the other main factors of each country are different.(4)Based on sentiment analysis theory,machine learning tool calculated the score of sentiment for each factor affecting satisfaction.Combined score of sentiment and importance of each factor,to get the IPA chart of customer satisfaction between the China and United States.Analyze the reasons and throw out suggestion improvement according to each quadrant.When the same product in national markets,the affecting factors and performance of customer satisfaction are different.In this way,cross-border e-commerce enterprises should make corresponding marketing strategies.