RESEARCH ON USER EXPERIENCE PERCEPTION OF SECOND-HAND TRADING PLATFORMS BASED ON E-COMMERCE POLITENESS

With the development of the internet and the expansion of the e-commerce industry, the rise of online e-commerce platforms has provided growth opportunities for second-hand trading platforms. These platforms have accumulated a large number of users but still face certain issues such as customer service responsiveness, product quality assurance, and user personal information protection—collectively known as e-commerce politeness concerns. Based on the perspective of e-commerce politeness, this study utilizes the critical incident technique to explore users' perceptions of interactions on second-hand trading platforms. Based on the analysis results, recommendations are proposed to enhance service quality for sellers and improve customer satisfaction for buyers, providing valuable insights for second-hand trading platforms.