电子零售商顾客满意度模型的构建

随着信息技术的发展和顾客消费观念的快速转变,电子零售业得到了高速发展,而顾客满意度测评也成为电子零售业客户价值管理的重要手段。传统购物环境下的顾客满意度模型无法有效应用于电子零售业的管理,必须结合电子零售业的特点,构建出一个包含产品、服务与系统三大要素的新的顾客满意度测评模型和计量方法及指标,从而为电子零售商提供一个客观、科学的客户价值管理参考资料。

Construction on Customer Satisfaction Model of Electronic Retailers

With the development of information technology and speed change of consumption concept,the electronic retailers have developed rapidly and customer satisfaction measurement has become an important means of value management on customers.However,the customer satisfaction model under the traditional shopping environment is unfavorable for management of electronics retailing.Hence,according to the features of electronic retailing,we must establish a new customer satisfaction evaluation model,measurement,and ind...