Article ID Journal Published Year Pages File Type
1140336 Mathematics and Computers in Simulation 2008 10 Pages PDF
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.
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Physical Sciences and Engineering Engineering Control and Systems Engineering
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A fuzzy model of customer satisfaction index in e-commerce
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