摘要
随着电子商务的不断发展,“电子商务顾客满意度”成为企业在竞争激烈的市场中能否生存和发展的主要因素。文章从菲利普·科特勒的“顾客让渡价值”理论基础上概括了BtoC电子商务顾客满意度的内容。并分析了顾客满意度包括的顾客总价值和顾客总成本的内容,其中顾客总价值包括服务价值、自主价值、便捷价值、沟通价值、娱乐价值、商品价值;顾客总成本包括时间成本、货币成本、风险成本、精神成本、机会成本、构成了电子商务顾客满意度的评价指标。
With e-commerce developing, ＂customer satisfaction of e-commerce＂ is the most important index of enterprise＇s development, from Philip. Evaluation index to summarize BtoC e-commerce customer satisfaction on the theoretical foundation of ＂the customer amortizes value＂ which the department specially ties tight. Customer satisfaction includes two parts of total value of the customer and total cost of the customer, among them the total value of the customer includes serving value, independent value, convenient value, linking up the value, amusement value, value of the goods and time cost; The total cost of the customer includes monetary cost, risk cost, spiritual cost, opportunity cost, evaluation index to form customer satisfaction of e-commerce.
出处
《湖南科技学院学报》
2006年第1期128-130,共3页
Journal of Hunan University of Science and Engineering
关键词
电子商务
顾客满意度
顾客总价值
顾客总成本
e-commerce
customer satisfaction
value of the customer
total cost of the customer
