上海管理科学2012，Vol.34Issue(6)：26-31,6.
基于因子分析和综合模糊方法的电子商务客户体验评价研究
E-commerce Customer Experience Evaluation Research Based on Factor Analysis and Synthetic Fuzzy Method
摘要
Abstract
Customer experience is a crucial factorfor the success of e-commercebusinesses which influence the customer's satisfaction and loyalty toward the e-commerce web. Based on previous studies and behavioral model of online purchaser, key factors which influence customer experience were selected. Six factors was extracted by factor analysis,namely credit experience, security protection experience, web function experience, web design experience, transaction experience and complete experience. One 3 level evaluation index system was constructed. Synthetic Fuzzy Method was used for evaluation.关键词
电子商务客户体验评价/信息沉淀法/因子分析/综合模糊方法Key words
Electronic business customer experience evaluation/Information precipitation/Factor analysis/Synthetic fuzzy method分类
管理科学引用本文复制引用
曹园园,张建同..基于因子分析和综合模糊方法的电子商务客户体验评价研究[J].上海管理科学,2012,34(6):26-31,6.基金项目
本文接受国家自然科学基金重大项目(71090404171090400)资助. （71090404171090400）
