摘要
针对目前关于顾客满意度隐式测评研究还比较匮乏的问题,提出通过观察顾客对相应Web页面的浏览动作来获取隐式的反馈信息,建立网上顾客对卖家满意度隐式测评模型,并给出具体的测评方法,进一步设计了测评系统结构图,实现了网上顾客满意度隐式测评与一般顾客满意度指数模型的无缝连接。为实现个性化的信息检索或信息过滤,使电子商务网站为顾客提供个性化的服务奠定了基础。
There are rare implicit measurements on online customer satisfaction.A measurement method by observing the customer Web browsing activities was put forward to obtain implicit feedback information.An online customers′ satisfaction implicit evaluation model was established,and the specific measurement methods were provided.The evaluation system structure was designed.Seamless connection was achieved between the implicit evaluation on online customer and normal customer satisfaction index.The work will play important role in realizing online customers′ personalized information retrieval and information filtering,and it is beneficial to E-commerce websites to provide the personalized services for the online customers.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2011年第4期626-629,共4页
Journal of Wuhan University of Technology：Information & Management Engineering
基金
国家自然科学基金资助项目(07F020305
50979086)
武汉理工大学博士科研启动基金资助项目
关键词
网上顾客
满意度
隐式测评
测评系统
online customers
satisfaction
implicit measurement
evaluation system
