Title :
Customer Satisfaction Evaluation for Mobile Commerce Based on Fuzzy Comprehensive Evaluation
Author :
Gao, Jinsong ; Xu, Jinhui ; Zhou, Zibo ; Li, Zhuojun
Author_Institution :
Dept. of Inf. Manage., Huazhong Normal Univ., Wuhan
Abstract :
This paper constructs 3-level evaluation model based on ACSI model and confirm the attribute weights by the means of entropy weight method, then compute the overall customer satisfaction index making use of fuzzy comprehensive evaluation method and illustrate the method by an empirical investigation. Results provide policymakers with insights into consumers´ mental perception for M-commerce.
Keywords :
customer satisfaction; electronic commerce; entropy; fuzzy set theory; mobile computing; ACSI model; customer satisfaction evaluation; customer satisfaction index; entropy weight method; fuzzy comprehensive evaluation; mobile commerce; Business; Computer networks; Customer satisfaction; Electronic commerce; Fuzzy sets; Information entropy; Information theory; Mobile communication; Mobile computing; Portable computers; Customer Satisfaction; evaluation; fuzzy comprehensive evaluation; mobile commerce;
Conference_Titel :
Electronic Commerce and Security, 2008 International Symposium on
Conference_Location :
Guangzhou City
Print_ISBN :
978-0-7695-3258-5
DOI :
10.1109/ISECS.2008.181
