A Soft Approach to Evaluate the Customer Satisfaction in E-retailing

被引：7
|
作者：
Yue, Chuan [1 ]
Yue, Zhongliang [1 ]
机构：
[1] Guangdong Ocean Univ, Coll Math & Comp Sci, Zhanjiang 524088, Peoples R China
来源：
FUZZY INFORMATION AND ENGINEERING AND DECISION | 2018年 / 646卷
关键词：
Customer satisfaction; Electronic retailing; Group decision-making; Intuitionistic fuzzy information; Symbol information; SERVICE QUALITY; EMPIRICAL-EVIDENCE; INFORMATION; LOYALTY;
D O I：
10.1007/978-3-319-66514-6_29
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Online shopping behavior has received much attention. This paper investigates the customer satisfaction in electronic retailing. The satisfaction is surveyed by questionnaires and the evaluation criteria are measured by using some simple symbols. The symbols in questionnaires are collected and aggregated into an intuitionistic fuzzy information in a group decision-making environment. The examined online retail companies are ranked by using an extended TOPSIS (technique for order preference by similarity to ideal solution) technique.
引用
收藏
页码：282 / 296
页数：15
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