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Article

Анализ клиентского опыта в отзывах покупателей интернет-магазинов России

Прохорова Т. Б.

This paper is devoted to the analysis of customer experience presented in reviews on Russia’s online stores, published on the Internet. Sample from the base of Russia's largest platform for e-commerce –Yandex.Market was used as the data for this study, containing more than 150,000 customer’s reviews. The objective of the study was to analyze customer reviews on stores and products, to identify factors that affect customer satisfaction.