基于故障树方法的在线购物服务失误分析

摘要

提升顾客满意度一直是电商们的主要改进目标。为了提升顾客满意度，就必须先明确为什么服务会失误，得出影响服务失误的关键因素。从而去更好的改进服务水平。文中应用故障树方法对在线购物服务失效进行分析，并得出服务失效的关键因素，同时通过仿真进行了验证该方法的有效性和可行性。%It's a long time that E -business man take to improve the Customer Satisfaction Index as the major problem.In order improve Customer Satisfaction Index.The reason why service is failed and get the key point influence the problem.Then to get a better service quality.This paper choice Fault Tree Analysis to online shopping service failure,and get the key factory, through simulation verified the effectiveness and feasibility of the method.