基于模糊层次分析法的电子商务服务满意度评估方法

Customer Satisfaction Evaluation Method of Electronic Commerce Based on Fuzzy Analytic Hierarchy Process

文章针对目前发展迅速的电子商务满意度做了一些分析研究,即通过构建电子商务网站满意度评估的层次结构模型,运用模糊层次分析法计算各指标,然后对顾客满意度做出科学定量的综合评价。

This paper researched electronic commerce satisfaction,The rapid development of electronic commerce and the change of manufacturing to service have become two new trends in the 21st century. This led to the rapid development of electronic services in more areas. The level of development of electronic service quality has become a key factor constraining the success of e-commerce. Domestic and foreign experts have many different models. We have made research on customer satisfaction, using the fuzzy analytic hierarchy process to calculate the index, to make a comprehensive evaluation of the satisfaction of customers.