文献类型：会议论文

英文题名：Discussion on Influence Factors and Evaluation of Customer Experience for B2C E-commerce Enterprises

作者：Pei, Yilei[1];Xue, Wanxin[1];Su, Yong[2];Li, Dandan[1]

第一作者：裴一蕾

通讯作者：Pei, YL[1]

机构：[1]Beijing Union Univ, Dept Informat Management & E Commerce, Coll Management, Beijing, Peoples R China;[2]PLA, Unit 95997, Beijing, Peoples R China

第一机构：北京联合大学管理学院信息管理与电子商务系

通讯机构：[1]corresponding author), Beijing Union Univ, Dept Informat Management & E Commerce, Coll Management, Beijing, Peoples R China.|[11417161]北京联合大学管理学院信息管理与电子商务系;[11417]北京联合大学;[1141755]管理学院;

会议论文集：International Conference on Logistics, Informatics and Service Sciences (LISS)

会议日期：JUL 27-29, 2015

会议地点：Beijing Jiaotong Univ, Int Ctr Informat Res, Barcelona, SPAIN

主办单位：Beijing Jiaotong Univ, Int Ctr Informat Res

语种：英文

外文关键词：customer experience; B2C e-commerce enterprises; influence factors; fuzzy comprehensive evaluation

摘要：With the rapid development of E-commerce, more and more E-commerce enterprises attach great importance to customer experience, and B2C E-commerce enterprises make no exception. Based on previous research literatures, the research discusses influence factors of customer experience for B2C E-commerce enterprises, establishes index system of customer experience for B2C E-commerce enterprises, apply analytic hierarchy process to determine the weight of each level index, establishes the fuzzy comprehensive evaluation model, finally conducts the case study which shows that it is more reasonable and scientific to evaluate customer experience for B2C E-commerce enterprises with analytic hierarchy process and fuzzy comprehensive evaluation.