满意度视角下的B2C网站客户保持模型研究  

Reseach on Customer Retention Model of B2C Website from the Perspective of Satisfaction

作　　者：胡丽娟[1] 王学东[1] 

机构地区：[1]华中师范大学信息管理系,湖北武汉430079

出　　处：《情报科学》2010年第6期801-805,811,共6页Information Science

基　　金：教育部基金资助项目(20080412)

摘　　要：B2C网站是面向社会从事电子商务活动的有效平台,而提高客户满意度是B2C网站保持客户的重要手段。本文从B2C网站客户满意度、B2C网站员工忠诚度与B2C网站目标三个维度出发,设计了B2C网站客户保持模型,从B2C网站形象、B2C网站内容、B2C网站服务与B2C网站安全四方面因素来分析B2C网站客户满意度,并从满意度的角度来解释B2C网站客户保持模型。B2C website is an effective public platform for e-commerce activities.Improving customer satisfaction is an important means to keep customers for a B2C website.This article designes a customer retention model of B2C Web site,which based on B2C Web site customer satisfaction,B2C website employee＇s loyalty and B2C site goals,analyzes the B2C website customer satisfaction from website image,website content,website services and website security and explaines the customer retention model of B2C Web site from the view of ＂satisfaction＂.

关 键 词：满意度 B2C网站 客户保持模型 

分 类 号：G350[文化科学—情报学]