Research on Evaluation of Customer Experience of B2C E-commerce Logistics Enterprises

DOI

10.2991/icemaess-15.2016.158How to use a DOI?

Keywords

B2C e-commerce logistics enterprises; customer experience; fuzzy comprehensive evaluation

Abstract

With the rapid development of E-commerce, more and more enterprises attach great importance to customer experience, and B2C E-commerce logistics enterprises make no exception. The good customer experience can promote consumer s’ perception of the service level of E-Commerce logistics enterprises. This paper establishes index system customer experience of B2C E-commerce logistics enterprises, uses analytic hierarchy process to determine the weight of each level index, establishes the fuzzy comprehensive evaluation model, finally the case study shows that it is reasonable and credible to evaluate customer experience of B2C E-commerce logistics enterprises with analytic hierarchy process and fuzzy comprehensive evaluation.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Yilei Pei
AU  - Wanxin Xue
AU  - Dandan Li
AU  - Yong Su
PY  - 2015/12
DA  - 2015/12
TI  - Research on Evaluation of Customer Experience of B2C E-commerce Logistics Enterprises
BT  - Proceedings of the 2015 3rd International Conference on Education, Management, Arts, Economics and Social Science
PB  - Atlantis Press
SP  - 747
EP  - 752
SN  - 2352-5398
UR  - https://doi.org/10.2991/icemaess-15.2016.158
DO  - 10.2991/icemaess-15.2016.158
ID  - Pei2015/12
ER  -