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Evaluation of eBay feedback system

Evaluation of eBay feedback system. By Cindy Lee November 30, 2004. Overview. What is a feedback system? Significance: Why do we need a feedback system? Is feedback system working? If not, what are the alternatives? Conclusion. Research Questions.

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Evaluation of eBay feedback system

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  1. Evaluation ofeBayfeedback system By Cindy Lee November 30, 2004

  2. Overview • What is a feedback system? • Significance: Why do we need a feedback system? • Is feedback system working? • If not, what are the alternatives? • Conclusion

  3. Research Questions • What is a feedback system: The definition • How to evaluate effectiveness: definition of effectiveness • Is feedback system effective and can it be used to prevent internet frauds? • What are the alternatives to the feedback system and/or whether a current feedback system can be further improved (if possible)?

  4. R1: What is it? • Amazon customer review • CNET product review • EBay Feedback System Product Person / Seller Feedback mechanism evaluates the reputation of the sellers based on the number and success rate of previous transactions.

  5. eBay feedback

  6. Significance Why do we need feedback system? • Trusting Issues: Sense of Security • “… feedback can reduce customers’ perception of risk and lead them to trust the seller.” - Peter Kollock

  7. R2: define effectiveness? How to evaluate effectiveness? • Literature review Evaluating based on • Helping buyer to make a good judgment: finding the right seller & avoiding Internet frauds • feedback system adoption rate

  8. R3:is feedback effective? • The Ideal Model • In Reality… • Too critical, Too nice? • A high value purchase: is a feedback rating sufficient? • Does everyone pay attention to the feedback rating? • Internet fraud: calculating feedback scores based on # of sales, not the price sold. “If sellers believe poor behavior will elicit negative feedback, and that buyers depend strongly on reputations, then sellers will behave well and bad sellers will be deterred” - Paul Resnick and Zack Zeckhauser “…18 out of 87 cases (20 percent) where a buyer left a [negative] feedback about a seller, the seller responded with a negative for the buyer” - Resnick and Zechauser

  9. R3:is feedback effective? But still, we need feedback System • Not a perfect system, but eCommerce needs it • Most people read/care about negative feedbacks

  10. R4: Alternative Solutions Stub Hub : Ticket sale site Unlike eBay, StubHub • does not identify sellers from whom buyers are purchasing tickets • there is no feedback system • Stub Hub guarantees every ticket transaction on its site.

  11. R4: Alternative Solutions Why/how does Stub Hub work? • Secure shipping method • Buyers have to pay extra for expedited shipping, tracking service, and ten percent final value of the goods per transaction • Sellers pay for the lost ticket

  12. Conclusion Literature Review • Existing feedback system appear to be ineffective • But feedback is critical. Yet alternative solution (Stub Hub) doesn’t look better, either Personal Experience • Need a weighted& scaled rating

  13. Q & A Thank you

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