Article: The analysis of customer service quality evaluation of platform based on big data Journal: International Journal of Data Science (IJDS) 2025 Vol.10 No.7 pp.211 - 223 Abstract: With the rapid development of e-commerce and increasingly fierce market competition, customer satisfaction has become the key to enterprise competition. However, the current quality of e-commerce services is uneven, and there is room for improvement in customer satisfaction. This paper's method is not only targeted, but also reflects the real feelings and needs of customers more accurately. This paper not only calculates the mean, standard deviation and variance of related variables, but also further discusses the specific impact of various service quality indicators on customers' shopping experience. It is found that the six service quality indicators, practicality, safety, enthusiasm, reliability, feedback mechanism and compensation mechanism, have different degrees of influence on customer satisfaction and loyalty. This paper shows innovations in research methods, data analysis and interpretation of results, which provides strong theoretical support and practical guidance for e-commerce enterprises to improve service quality and enhance market competitiveness. Inderscience Publishers - linking academia, business and industry through research

Title: The analysis of customer service quality evaluation of platform based on big data

Authors: Nan Zou

Addresses: Institute of Foreign Languages, Harbin University of Commerce, Harbin, Heilongjiang, 150028, China

Abstract: With the rapid development of e-commerce and increasingly fierce market competition, customer satisfaction has become the key to enterprise competition. However, the current quality of e-commerce services is uneven, and there is room for improvement in customer satisfaction. This paper's method is not only targeted, but also reflects the real feelings and needs of customers more accurately. This paper not only calculates the mean, standard deviation and variance of related variables, but also further discusses the specific impact of various service quality indicators on customers' shopping experience. It is found that the six service quality indicators, practicality, safety, enthusiasm, reliability, feedback mechanism and compensation mechanism, have different degrees of influence on customer satisfaction and loyalty. This paper shows innovations in research methods, data analysis and interpretation of results, which provides strong theoretical support and practical guidance for e-commerce enterprises to improve service quality and enhance market competitiveness.

Keywords: online shopping; E-commerce; service quality; customer satisfaction; big data.

DOI: 10.1504/IJDS.2025.151190

International Journal of Data Science, 2025 Vol.10 No.7, pp.211 - 223

Received: 26 Apr 2025
Accepted: 18 Jul 2025
Published online: 16 Jan 2026 *

Title: The analysis of customer service quality evaluation of platform based on big data

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