基于模糊综合评价的移动商务客户满意度评价

2008 International Symposium on Electronic Commerce and Security Pub Date : 2008-08-03 DOI:10.1109/ISECS.2008.181

Jinsong Gao, Jinhui Xu, Zibo Zhou, Zhuojun Li

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引用次数: 3

摘要

本文在ACSI模型的基础上构建了三级评价模型，利用熵权法确定了各属性的权重，然后利用模糊综合评价法计算了顾客总体满意度指数，并通过实证调查对该方法进行了说明。研究结果为决策者洞察消费者对移动商务的心理感知提供了依据。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Customer Satisfaction Evaluation for Mobile Commerce Based on Fuzzy Comprehensive Evaluation

This paper constructs 3-level evaluation model based on ACSI model and confirm the attribute weights by the means of entropy weight method, then compute the overall customer satisfaction index making use of fuzzy comprehensive evaluation method and illustrate the method by an empirical investigation. Results provide policymakers with insights into consumers' mental perception for M-commerce.

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2008 International Symposium on Electronic Commerce and Security

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