Key Drivers of E-Commerce Platform Customer Service Satisfaction: A Big-Data Analytics Approach

Yahui Li ()
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Yahui Li: The University of Sydney

A chapter in Proceedings of the 2026 11th International Conference on Financial Innovation and Economic Development (ICFIED 2026), 2026, pp 1074-1084 from Springer

Abstract: Abstract This study investigates the key determinants of Customer Satisfaction (CSAT) within an e-commerce customer service context. Using over 85,000 customer interaction records, we applied descriptive statistics and multiple linear regression to quantify how operational, managerial, and product-related factors influence customer satisfaction. Results show that issue category and product price are the most influential predictors, while variables such as agent shift, and response lag have limited impact. The findings offer insights for optimizing customer service scheduling, product communication strategies, and pricing perceptions.

Keywords: CSAT; e-commerce; regression analysis; customer service; price sensitivity (search for similar items in EconPapers)
Date: 2026
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DOI: 10.2991/978-94-6239-642-5_113

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