| Article ID: | iaor20091169 |
| Country: | Netherlands |
| Volume: | 77 |
| Issue: | 5/6 |
| Start Page Number: | 512 |
| End Page Number: | 521 |
| Publication Date: | May 2008 |
| Journal: | Mathematics and Computers in Simulation |
| Authors: | Zeng Xianyi, Liu Xiaohong, Xu Yang, Koehl Ludovic |
| Keywords: | measurement |
Customer satisfaction index (CSI) is an important concept for evaluating the quality of service in e-commerce. It permits to evaluate the validity of an e-commerce operation from the point of view of consumers. In this paper, we present a model of CSI in e-commerce using fuzzy techniques and provide a method for calculating CSI, expressed in a five levels quantity table.