A fuzzy model of customer satisfaction index in e-commerce

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.

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Year of publication:	2008
Authors:	Liu, Xiaohong ; Zeng, Xianyi ; Xu, Yang ; Koehl, Ludovic
Published in:	Mathematics and Computers in Simulation (MATCOM). - Elsevier, ISSN 0378-4754. - Vol. 77.2008, 5, p. 512-521
Publisher:	Elsevier
Subject:	E-commerce \| Customer satisfaction index \| Linguistic value \| Fuzzy techniques \| Evaluation

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Type of publication:	Article
Source:	RePEc - Research Papers in Economics

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