DocumentCode
2337514
Title
Index system and evaluation model of e-commerce customer satisfaction
Author
Dong, Xi-mei
Author_Institution
Sch. of Inf., Linyi Univ., Linyi, China
fYear
2012
fDate
3-5 June 2012
Firstpage
439
Lastpage
442
Abstract
According to Internet Customer Satisfaction Comprehensive Model (Lee) and BizRate Network Marketing Method of U.S.A, we design an E-commerce Customer Satisfaction Index System. Then we utilize the approach of Customer Satisfaction questionnaire and Principal Component Analysis, provided E-commerce Customer Satisfaction Evaluation Model. Finally, we analyze the survey results, then proposed appropriate countermeasures to improve customer satisfaction.
Keywords
customer satisfaction; electronic commerce; principal component analysis; BizRate network marketing method; Internet; customer satisfaction comprehensive model; customer satisfaction evaluation model; customer satisfaction index system; customer satisfaction questionnaire; e-commerce; principal component analysis; Consumer behavior; Customer satisfaction; Indexes; Internet; Principal component analysis; Security; Customer Satisfaction; Evaluation Model; Index System; Principal Component Analysis;
fLanguage
English
Publisher
ieee
Conference_Titel
Robotics and Applications (ISRA), 2012 IEEE Symposium on
Conference_Location
Kuala Lumpur
Print_ISBN
978-1-4673-2205-8
Type
conf
DOI
10.1109/ISRA.2012.6219219
Filename
6219219
Link To Document