Authors
Xiaohong Liu, Xianyi Zeng, Yang Xu, Ludovic Koehl
Publication date
2008/5/1
Journal
Mathematics and computers in simulation
Volume
77
Issue
5-6
Pages
512-521
Publisher
North-Holland
Description
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.
Total citations
Scholar articles
X Liu, X Zeng, Y Xu, L Koehl - Mathematics and computers in simulation, 2008