DocumentCode
2676842
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
fYear
2008
fDate
3-5 Aug. 2008
Firstpage
679
Lastpage
682
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Electronic Commerce and Security, 2008 International Symposium on
Conference_Location
Guangzhou City
Print_ISBN
978-0-7695-3258-5
Type
conf
DOI
10.1109/ISECS.2008.181
Filename
4606153
Link To Document