Factors influencing customer satisfaction and dissatisfaction with online shopping experience of mobile phone: a text mining approach

To enhance their competitiveness in the Chinese online market, it is essential to understand the extent and reasons behind customer satisfaction and dissatisfaction. Given that customer relationships with online retailers are typically weaker when it comes to collecting feedback on the buying experience, there has been a growing body of research using online customer reviews (OCRs) to explore satisfaction across various industries, including grocery apps, hotels, and tourism (Bi et al., 2019; Imtiaz & Ben Islam, 2020; Kumar et al., 2023a; X. Xu & Li, 2016a). However, few researchers have focused on the context of online shopping for mobile phones. Additionally, research studies that explore factors of customer satisfaction and factors of customer dissatisfaction independently based on OCRs are relatively scarce.This study explores factors of customer satisfaction and dissatisfaction independently through the theoretical lens of Herzberg’s two-factor theory.