A fuzzy model of customer satisfaction index in e-commerce

被引：39
作者：
Liu, Xiaohong [1 ]
Zeng, Xianyi [2 ]
Xu, Yang [3 ]
Koehl, Ludovic [2 ]
机构：
[1] SW Univ Nationalities, Coll Management, Chengdu 610041, Peoples R China
[2] ENSAIT Text Inst, F-59100 Roubaix, France
[3] SW Jiaotong Univ, Coll Sci, Chengdu 610031, Peoples R China
来源：
MATHEMATICS AND COMPUTERS IN SIMULATION | 2008年 / 77卷 / 5-6期
基金：
中国国家自然科学基金;
关键词：
e-commerce; customer satisfaction index; linguistic value; fuzzy techniques; evaluation;
D O I：
10.1016/j.matcom.2007.11.017
中图分类号：
TP39 [计算机的应用];
学科分类号：
081203 ; 0835 ;
摘要：
Customer satisfaction index (CSI) is an important concept for evaluating the quality of service in e-commerce. It permits to evaluate the validity of an e-commerce operation from the point of view of consumers. In this paper, we present a model of CSI in e-commerce using fuzzy techniques and provide a method for calculating CSI, expressed in a five levels quantity table. (C) 2007 IMACS. Published by Elsevier B.V. All rights reserved.
引用
收藏
页码：512 / 521
页数：10
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