摘要
客户体验是决定电子商务企业成功的关键因素,影响着顾客对购物网站的满意度和忠诚度。本文在总结前人研究的基础上,根据网络购物行为模型,甄选不同阶段影响客户体验的关键因素,应用因子分析提取出6个公因子,即信誉体验,安全保护体验、网站功能体验、网站设计体验、交易体验和完成体验,构建了一个三级评价指标体系,并利用综合模糊方法进行了评价研究。
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 fianction experience, web design experience, transaction experience and complete experience. One 3 level evaluation index system was constructed. Synthetic Fuzzy Method was used for evaluation.
出处
《上海管理科学》
CSSCI
2012年第6期26-31,共6页
Shanghai Management Science
基金
国家自然科学基金重大项目(71090404 | 71090400)资助
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
Electronic business customer experienceevaluation
Information precipitation
Factor analysis
Syntheticfuzzy method
