基于顾客满意度的电子商务网站评价  

Research on Evaluation of Electric Commerce Website Based on Customer Satisfaction

作　　者：苏白云[1] 潘勇[2] 

机构地区：[1]河南财经政法大学数学与信息科学系,河南郑州450046 [2]河南财经政法大学物流与电子商务学院,河南郑州450046

出　　处：《数学的实践与认识》2013年第16期84-90,共7页Mathematics in Practice and Theory

基　　金：河南省科技厅科技攻关项目(132102210496)

摘　　要：基于文献分析,提出从顾客满意度的视角对电子商务网站进行评价,构建了以顾客满意为基础的评价指标体系,采用层次分析法与灰色评价相结合的评价方法进行网站评价.这一方法避免了层次分析法在生成各项评价指标权重时主观性的特点,从而使评价矩阵更接近现实.最后,通过实证分析验证了方法的科学性,并对发展我国电子商务提出了策略建议.In recent years, with the network economy bottomed out, massive electronic commerce website unceasingly emerged. The consumers need to know how to find good business website, while the operators need to understand the management condition of their website. This paper evaluate e-commerce website from customers＇ angle through building the evaluation index system based on customer satisfaction and using AHP combined with the gray evaluation method. The method in this paper has resolved how to evaluate website, and it has instruction function to the electronic commerce website construction.

关 键 词：电子商务 网站评价 顾客满意度 

分 类 号：F724.6[经济管理—产业经济] F274F224