B2B E-commerce Website Customer Satisfaction: a Formula and Scale

被引：0

作者：

Yang, Jianzheng ^{[1
]}

Ding, Yu ^{[2
]}

机构：

[1] Shanghai Univ Sci & Technol, Sch Business, Shanghai 201800, Peoples R China

[2] Shanghai Shengda Comp Co Ltd, Shanghai, Peoples R China

来源：

2009 INTERNATIONAL ASIA SYMPOSIUM ON INTELLIGENT INTERACTION AND AFFECTIVE COMPUTING | 2009年

关键词：

B2B; E-commerce website; Customer satisfaction; Scale; Formula;

D O I：

10.1109/ASIA.2009.58

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

It is the trend that Business to Business (B2B) has been becoming the mainstream of e-commerce. With more and more concentration on this field, however, recent research has not defined what the B2B website user satisfaction is and how to evaluate it clearly. Also, traditional scales, such as User Information Satisfaction (UIS), End-User Computer Satisfaction (EUCS) and Customer Information Satisfaction (CIS), are just focus on the Information System (IS) environment, but not fit to the B2B e-commerce environment very well. This article establishes "a Scale of B2B E-commerce Website Customer Satisfaction" (B2B-ECWCS) with five-dimension, explores the impact factors of B2B-ECWCS, proposes formula for calculating B2B-ECWCS, and finally tests Alibaba's customer satisfaction.

引用

页码：191 / +

页数：2

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