Development of a customer satisfaction index model
✍ Scribed by Türkyılmaz, Ali; Özkan, Coşkun
- Book ID
- 121871176
- Publisher
- Emerald Group Publishing Limited
- Year
- 2007
- Tongue
- English
- Weight
- 112 KB
- Volume
- 107
- Category
- Article
- ISSN
- 0263-5577
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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
Customer satisfaction with a company's products or services is often seen as the key to a company's success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical invest