Title :
C2C E-Business Customer Loyalty Evaluation: A New DEA Approach with Information Entropy Constraints
Author :
Lu, Tao ; Xiao, Pingping ; Zhang, Jiepei
Author_Institution :
Sch. of Econ. & Manage., Beijing Jiaotong Univ., Beijing, China
Abstract :
This paper introduces an improved data envelope analysis (DEA) approach to evaluate the customer loyalty of C2C E-business. Information entropy theory is used to constrain the weight assignment in DEA model, which helps improve the traditional DEA model and acquire a more objective and reasonable evaluation result. An empirical case is given to illustrate the improved model.
Keywords :
customer relationship management; data envelopment analysis; electronic commerce; entropy; C2C e-business customer loyalty evaluation; data envelope analysis; information entropy constraints; Analytical models; Biological system modeling; Decision making; Dispatching; Entropy; Information entropy; Internet; C2C E-business; customer loyalty; data envelope analysis; information entropy;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.356
