Research on the Evaluation of Customer Satisfaction in B2C E-commerce Enterprises

DOI

10.2991/icmii-15.2015.37How to use a DOI?

Keywords

B2C, E-commerce, customer satisfaction

Abstract

This paper, by using Chinese customer satisfaction index evaluation model, conducted research on the evaluation of customers’ satisfaction towards B2C E-commerce enterprises and presented the customer satisfaction evaluation results for six enterprises with higher market occupation. The evaluation results indicate that Jingdong ranked top (77.6 points), followed by Amazon and Meituan, and Taobao was listed in the last place with 74.2 points. Also, the paper made an analysis of major evaluation indexes.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Huali Cai
AU  - Yawei Jiang
AU  - Heliang Song
PY  - 2015/10
DA  - 2015/10
TI  - Research on the Evaluation of Customer Satisfaction in B2C E-commerce Enterprises
BT  - Proceedings of the 3rd International Conference on Mechatronics and Industrial Informatics
PB  - Atlantis Press
SP  - 202
EP  - 205
SN  - 2352-538X
UR  - https://doi.org/10.2991/icmii-15.2015.37
DO  - 10.2991/icmii-15.2015.37
ID  - Cai2015/10
ER  -