THE VALUE OF e-CUSTOMER SATISFACTION TO INTERNET COMPANIES

Carmen Lozano, Soledad Martínez and Federico Fuentes
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Federico Fuentes: Universidad Politécnica de Cartagena

Fuzzy Economic Review, 2007, vol. XII, issue 1, 73-94

Abstract: The objective of the present work is to analyse Internet-based Company customer satisfaction with the purpose of incorporating a measurement of this intangible asset to the value of the company. This analysis begins with the relation of attributes of greater presence or importance in the generation of satisfaction for the average customer. A fuzzy treatment to the assigned va-luations of importance for a concrete list of attributes in a selected company is applied, with the purpose of determining the value of the competitive advantages of this company with respect to other companies of similar activity.

Keywords: Economics; client satisfaction; fuzzy numbers (search for similar items in EconPapers)
JEL-codes: G17 (search for similar items in EconPapers)
Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:fzy:fuzeco:v:xii:y:2008:i:1:p:73-94

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