The Evaluation Study of Customer Satisfaction Based on Gray-AHP Method for B2C Electronic-Commerce Enterprise

摘要

Under electronic commerce, how to raise the consumers' degree of satisfaction and gain the consumers' loyalty have become the key factor relating with whether e-commerce enterprise can survive, so it's vital to evaluate status of customer satisfaction for B2C Electronic-Commerce Enterprise. According to the investigation result by internet, this paper brings forward the indicator system of customer satisfaction evaluation for B2C electronic-commerce enterprise on the basis of current study of home and oversea and the related reference, and establishes the performance evaluation model based on combination of Grey Evaluation Method and AHP method (Grey-AHP), and also do some example research. The examples demonstrated that: Grey-AHP method can do well in evaluation.