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Table 2 Definitions of influencing factors

From: Consumers’ satisfaction factors mining and sentiment analysis of B2C online pharmacy reviews

Influencing factors Definition
Product factors Stable product quality; Reliable product brand
Staff factors Service attitude and service quality of sales, customer service, and logistics staff
Logistics factors Dispatch speed; Transport speed; Logistics security; Logistics cost
Price factors Perceived prices; Competitive prices; Promotions
Information factors Comprehensive product information; Whether or not product matches product description
System factors Usability of website; Sound payment mechanism; Payment security