Research on Customer Satisfaction Based on Big Data Taobao

被引：0

作者：

Li Song-song ^{[1
]}

Wang Yuan-yuan ^{[1
]}

Zhang Qing-pu ^{[1
]}

机构：

[1] Harbin Inst Technol, Sch Management, Harbin 150001, Peoples R China

来源：

2015 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING - 22ND ANNUAL CONFERENCE PROCEEDINGS, VOLS I AND II | 2015年

基金：

中国国家自然科学基金; 中国博士后科学基金;

关键词：

big data; customer satisfaction; evaluation index system; SEM model;

D O I：

暂无

中图分类号：

F8 [财政、金融];

学科分类号：

0202 ;

摘要：

Customer satisfaction evaluation has great significance for corporations. Based on the background of the big data, this paper builds up a customer satisfaction model of Taobao by using Structural Equation Model (SEM), and then corrects the model with the help of analysis soft wares SPSS and AMOS. This paper also lists the key factors that affect Taobao customer satisfaction, designs a measurement table of Taobao's customer satisfaction and analyses the investigation results. It shows that the rate of bad review for products and services is not the best indicator to reflect customer satisfaction. Besides, the efficiency and attitude to deal with complaints and disputes were significantly positive related to customer satisfaction. According to the findings, this paper provides reasonable suggestions for improving the customer satisfaction of Taobao.

引用

页码：615 / 621

页数：7

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