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✦   LIBER   ✦

A fuzzy model of customer satisfaction index in e-commerce

✍ Scribed by Xiaohong Liu; Xianyi Zeng; Yang Xu; Ludovic Koehl

Book ID
104042392
Publisher
Elsevier Science
Year
2008
Tongue
English
Weight
167 KB
Volume
77
Category
Article
ISSN
0378-4754

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✦ Synopsis

Customer satisfaction index (CSI) is an important concept for evaluating the quality of service in e-commerce. It permits to evaluate the validity of an e-commerce operation from the point of view of consumers. In this paper, we present a model of CSI in e-commerce using fuzzy techniques and provide a method for calculating CSI, expressed in a five levels quantity table.

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