A fuzzy model of customer satisfaction index in e-commerce
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. (C) 2007 IMACS. Published by Elsevier B.V. All rights reserved.
customer satisfaction index e-commerce evaluation fuzzy techniques linguistic value