A fuzzy model of customer satisfaction index in e-commerce

Xiaohong Liu, Xianyi Zeng, Yang Xu and Ludovic Koehl

Mathematics and Computers in Simulation (MATCOM), 2008, vol. 77, issue 5, 512-521

Abstract: 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.

Keywords: E-commerce; Customer satisfaction index; Linguistic value; Fuzzy techniques; Evaluation (search for similar items in EconPapers)
Date: 2008
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:matcom:v:77:y:2008:i:5:p:512-521

DOI: 10.1016/j.matcom.2007.11.017

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