The Empirical Analysis of Factors Effecting Online Shopping Customer Satisfaction Index in E-Commerce Model

Author

Yan, Shobing ; Liu Wenxia ; Lv Ting

Author_Institution

Res. Acad. of Economic& Social Dev., Dongbei Univ. of Finance & Econ., Dalian, China

fYear

2010

fDate

24-26 Aug. 2010

Firstpage

1

Lastpage

4

Abstract

From the view of customers´ perception, this paper analyzes the factors effecting online shopping, and combines with empirical analysis method for research. Gathering information by the questionnaire survey, we use statistical analysis, such as reliability analysis, validity analysis, regression analysis. These results show that questionnaire design is reasonable ,the reliability and validity are accepted; sellers´ service value and image value have a significant impact on customer satisfaction index.

Keywords

Internet; customer satisfaction; customer services; electronic commerce; regression analysis; reliability; retail data processing; customer perception; e-commerce model; empirical analysis method; image value; online shopping customer satisfaction index; questionnaire design; regression analysis; reliability analysis; sellers service value; statistical analysis; validity analysis; Analytical models; Biological system modeling; Correlation; Customer satisfaction; Indexes; Reliability; Security;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science (MASS), 2010 International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-5325-2

Electronic_ISBN

978-1-4244-5326-9

Type

conf

DOI

10.1109/ICMSS.2010.5576770

Filename

5576770