中文摘要：

以C2C电子商务产品的在线客户评论为研究对象，从淘宝网收集服装类产品的在线客户评论7481条，应用内容分析软件Nvivo8．0进行编码分析，识别出服装类产品的在线客户评论包含的内容要素，并通过多元回归分析得出评论内容要素与客户满意度之间的关系，给出客户满意度影响因素模型。

英文摘要：

In order to recognize the key content elements of online consumer review and their effects on customer satisfaction, we collect 7481 reviews about garments from Taobao. corn, analyze the review contents with Nvivo8.0, and explore the relationships between key review contents and customer satisfaction with regression analysis.