From: Consumers’ satisfaction factors mining and sentiment analysis of B2C online pharmacy reviews
Factors | Keywords | Interpretation |
---|---|---|
Factor 1 | logistics, packing, professional, attentively, dry glue, drug name, pharmaceutical factory, arrival of goods, paste, protect, standard, send it over | Professional Logistics Packing (PLP) |
Factor 2 | genuine, brand, no problem, trust, have faith in, next time, purchase, quality of drugs, guarantee, needs, drug, verify | Trustworthy Drug Quality (TDQ) |
Factor 3 | inside, box, packing, intact, no damage, logistics, awesome, nice, buy medicine, liquid, bubble wrap, protect | Complete Packing in Logistics (CPL) |
Factor 4 | expensive, price, more than, Pharmacy, physical store, elsewhere, dosage, spend, offline, hospital, extra money, profit | Expensive (E) |
Factor 5 | favorable, price, drug, website, save, registration fee, chronic, bring benefit to, cheap, Pharmacy, many times, bottom price | Affordable (A) |
Factor 6 | dispatch, too slow, speed, too long, wait, unable, receive, drug, bad, for several days, recover, inquire | Slow Dispatch Speed (SDS) |
Factor 7 | customer service, pass the buck, service, manner, busy, disappointed, solve, problem, adjudicate, irrelevance, unacceptably, cannot understand | Customer service Did Not Solve The Problem (DSP) |
Factor 8 | slow, logistics, transport, wait, not satisfied with, unable, today, receive, delay, time, for several days, discover | Slow Transport Speed (STS) |
Factor 9 | fast, speed, logistics, shopping, experience, awesome, pleased, platform, satisfied, receive, today, good | Satisfactory Logistics Speed (SLS) |
Factor 10 | discount, drug, promotion, satisfactory, high performance-price ratio, awesome, cheap, price, gifts, favorable, bottom price, benefit | Satisfactory Promotion (SP) |
Factor 11 | take effect, awesome, genuine, confirm, much better, symptom, alleviate, well, Pharmacy, same, dose, satisfied | Satisfactory Drug Effects (SDE) |
Factor 12 | customer service, quickly, answer, awesome, place an order, response, serious, in time, drug, consumer, at once, inquire | Quick Response of Customer service (QR) |