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A fuzzy model of customer satisfaction index in e-commerce

Author

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  • Liu, Xiaohong
  • Zeng, Xianyi
  • Xu, Yang
  • Koehl, Ludovic

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.

Suggested Citation

  • Liu, Xiaohong & Zeng, Xianyi & Xu, Yang & Koehl, Ludovic, 2008. "A fuzzy model of customer satisfaction index in e-commerce," Mathematics and Computers in Simulation (MATCOM), Elsevier, vol. 77(5), pages 512-521.
    • Handle: RePEc:eee:matcom:v:77:y:2008:i:5:p:512-521
    DOI: 10.1016/j.matcom.2007.11.017
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    References listed on IDEAS

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    1. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
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    Cited by:

    1. Adnan Aktepe & Süleyman Ersöz & Bilal Toklu, 2019. "A multi-stage satisfaction index estimation model integrating structural equation modeling and mathematical programming," Journal of Intelligent Manufacturing, Springer, vol. 30(8), pages 2945-2964, December.
    2. Jefmański Bartłomiej, 2014. "Application Of Rating Scale Model In Conversion Of Rating Scales' Points To The Form Of Triangular Fuzzy Numbers," Folia Oeconomica Stetinensia, Sciendo, vol. 14(2), pages 7-18, December.
    3. Gheorghe Zaman & Nicoleta Valentina Florea & Constantin Aurelian Ionescu & Dan Marius Coman & Doina Constanta Mihai & Nicoleta Luminita Gudanescu Nicolau, 2022. "Mathematical Model for Determining Costs of Unsatisfied Customers of HoReCa Industry," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 24(59), pages 268-268.

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