Title :
Index system and evaluation model of e-commerce customer satisfaction
Author_Institution :
Sch. of Inf., Linyi Univ., Linyi, China
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;
Conference_Titel :
Robotics and Applications (ISRA), 2012 IEEE Symposium on
Conference_Location :
Kuala Lumpur
Print_ISBN :
978-1-4673-2205-8
DOI :
10.1109/ISRA.2012.6219219
