Discussion on influence factors and evaluation of customer experience for B2C E-commerce enterprises

Abstract

With the rapid development of E-commerce, more and more E-commerce enterprises attach great importance to customer experience, and B2C E-commerce enterprises make no exception. Based on previous research literatures, the research discusses influence factors of customer experience for B2C E-commerce enterprises, establishes index system of customer experience for B2C E-commerce enterprises, apply analytic hierarchy process to determine the weight of each level index, establishes the fuzzy comprehensive evaluation model, finally conducts the case study which shows that it is more reasonable and scientific to evaluate customer experience for B2C E-commerce enterprises with analytic hierarchy process and fuzzy comprehensive evaluation.