The Fuzzy Evaluation of E-Commerce Customer Satisfaction

Effective customer satisfaction investigation is a very important precondition for e-commerce area to win in the market competition. It is the problems need to be solved for e-commerce customer satisfaction and how to use advanced methods to evaluate the customer satisfaction and how to use the evaluation result to improve their services. This paper establishes a customer satisfaction evaluation method based on combination of linguistic variables, fuzzy triangular numbers, fuzzy entropy, and also do some example research. The results of demonstrated example show that the designed evaluation method creates suitable results and the evaluation could be done as well as possible.

Keywords:

Linguistic variable , Fuzzy triangular numbers , fuzzy entropy