Evaluation Model of Customer Satisfaction of B2C E_Commerce Based on Combination of Linguistic Variables and Fuzzy Triangular Numbers

Under electronic commerce, how to raise the consumers´ degree of satisfaction and gain the consumers´ loyalty have become the key factor relating with whether e-commerce enterprise can survive, so it´s vital to evaluate status of customer satisfaction for B2C electronic-commerce enterprise. According to the investigation result by Internet, this paper brings forward the indicator system of customer satisfaction evaluation for B2C electronic-commerce enterprise on the basis of current study of home and oversea and the related reference, and establishes the performance evaluation model based on combination of linguistic variables and fuzzy triangular numbers, and also do some example research. The examples demonstrated that: evaluation model based on combination of linguistic variables and fuzzy triangular numbers can do well in evaluation.