The impact of fake online reviews on customer satisfaction: an empirical study on JD.com

Abstract: This research examines the impact of fake reviews on consumer satisfaction within the e-commerce domain, using a dataset from JD.com to develop three statistical models. The analysis reveals that although fake reviews initially boost product evaluations, consumers eventually recognize the falsehoods, leading to diminished satisfaction and trust in the e-commerce platform. The study highlights the critical importance of differentiating between genuine and counterfeit reviews, employing an LSTM model to enhance accuracy, and underscores the negative effects of fake reviews on consumer perceptions and the integrity of e-commerce. The findings suggest a need for stringent governance of online reviews to preserve a healthy digital marketplace, safeguard consumer interests, and ensure the authenticity of customer feedback. Offering valuable insights into addressing the challenges posed by fake reviews, this research emphasizes their adverse effects on customer satisfaction and trust in e-commerce.

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My first ever published article! It finally comes! On May 20🫶, 2024.

Journal:

• Electronic Commerce Research(SSCI, EI)

Citation:

• Xia, R., Dong, X., An, J., & Wang, H. (2024). The impact of fake online reviews on customer satisfaction: An empirical study on JD.com. Electronic Commerce Research. https://doi.org/10.1007/s10660-024-09865-y