Exploring the Elements of Shopping Platforms to Satisfy Consumer Needs: Based on the Enhanced Consumer Service Perspective

Abstract

With the development of the platform economy shopping platforms came into being, they played an important role in China’s economic development, but also changed the previous way of consumption. More and more people step into the shopping platform through online channels, so the consumer base of the shopping platform continues to grow, but this rapid development process has also exposed a lot of problems, such as online fraud, the quality of goods not guaranteed, and so on. For this reason, this paper mainly focuses on how shopping platforms can satisfy consumers’ needs based on the consumer service perspective. By investigating the existing consumer service measures of large-scale e-commerce companies and consumers’ current views on the problems of e-commerce companies, it is possible to propose measures to satisfy the needs of consumers in a targeted manner. The results of the study show that the most controversial aspect of shopping platforms currently disputed by consumers is the quality of the goods selling counterfeit goods and inadequate consumer services. At the same time, some large e-commerce companies have also introduced the phenomenon of platform rules, the use of more coercive means of constraints on the integrity of the business and improving customer service speed and return processing speed to improve consumer access. Finally, to develop better, shopping platforms should focus on the needs of the top five consumers and create an honest business environment to grasp the needs of consumers so that consumers have a good consumer experience.