A Customer Satisfaction Evaluation Model for Mobile Internet Services

Purpose – As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP). Design/methodology/approach – This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction. Findings – One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model. Research limitations/implications – First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach, and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and mass-customized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution. Practical implications – Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results. Social implications – Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers. Originality/value – The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

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Research on Evaluation Method of E-Commerce Customer Satisfaction Based on Cloud Model

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.411-414.2258 ◽

2013 ◽

Vol 411-414 ◽

pp. 2258-2264

Author(s):

Li Min Tao ◽

Xi Kun Liang

Keyword(s):

Customer Satisfaction ◽

Evaluation Method ◽

Comprehensive Evaluation ◽

Cloud Model ◽

Evaluation Model ◽

Qualitative Evaluation ◽

Evaluation Index System ◽

Research On Evaluation ◽

Customer Satisfaction Evaluation ◽

Satisfaction Evaluation

Customer satisfaction is an important index to measure the enterprise product and service quality, customer satisfaction evaluation of e-commerce enterprises is an important part of its overall assessment. In this paper, starting from the customer satisfaction, evaluation index system is established; the evaluation model of electronic commerce enterprise based on cloud model is constructed, customer satisfaction is made a scientific comprehensive evaluation. Compared with the traditional method of qualitative evaluation, qualitative evaluation method based on cloud model is practical, and the result is intuitive, comprehensive and profound, more in line with the actual situation.

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LAHP-Based Theory of Building e-Commerce Customer Satisfaction Degree Index System

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.109.641 ◽

2011 ◽

Vol 109 ◽

pp. 641-645 ◽

Cited By ~ 1

Author(s):

Chun Mei Jia ◽

Ling Hong Yu

Keyword(s):

Customer Satisfaction ◽

Electronic Commerce ◽

Index System ◽

Online Shopping ◽

Evaluation Index System ◽

Evaluation Index ◽

Satisfaction Degree ◽

Customer Satisfaction Evaluation ◽

Satisfaction Evaluation ◽

Customer Satisfaction Degree

According to the development of electronic commerce, this paper analyzed the case of online shopping e-commerce customer satisfaction factors. Also based on AHP not only established a customer satisfaction evaluation index system, and rank the factors that influenced the indicators, and finally to propose a solution.

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