The Comprehensive Evaluation Of Consumer Satisfaction About B2C E-commerce Platform Based On AHP And Fuzzy Method

E-commerce has become the backbone of the national economy,as its development of modern service industry to stimulate consumer demand,create jobs and promote industrial upgrading,maintain economic and social stability.The proportion of online shoppers in China,gender and age gaps are narrowing year by year.The number of the users who have the needs to shop online is also increasing.The needs of the users has switched prices from cheap to focus on branding and perceived the service quality.However,tens of thousands of business management and supervision to all major platforms,and seek higher turnover and profits will inevitably lead to the negligence of the quality of goods and services,sales of fake and shoddy goods,false promotions,false description,sale and slough off responsibility of one after another.Unpleasant shopping experience caused in a large number of consumers shopping platform of discontent and mistrust,which blacklisted platform no longer concerned with consumption.Further development and the protection of consumers' rights and interests will be beneficial.Review of related research at home and abroad can be found that the existing research focused on the comparison of online customer satisfaction,customer satisfaction and its dynamic properties,customer satisfaction and purchase intention or repeat purchase intentions and relationship between online shopping customer satisfaction evaluation and influence factors.But the research of the current e-commerce website customer satisfaction evaluation is not buy sound,with little literature on customer satisfaction evaluation of shopping platform.Our current system which can give the quantitative analysis of customer satisfaction evaluation index is not yet established.According to customer satisfaction degrees theory,network purchased consumers behavior theory,customer relationship management theory,integration both at home and abroad network purchased customer satisfaction degrees effect factors,absorbing,after group research personnel worked,and with the e-commerce experts approval,preliminary envisaged effect factors and index system,accordingly to questionnaire form research consumers eye in the effect network purchased platform customer satisfaction degrees elements,eventually determine evaluation index system and analysis index between associated.Evaluation dimensions including security,reliability,convenience,caring and reputation from five aspects.We can build customer satisfaction model of ANP online shopping platform with the Super Decisions software analysis correlation between indicators.Analytic network hierarchy process(ANP)is used to calculate the judgment matrix in dominance,and then conclude the strengthening super matrix,which determined the research on the effect of customer satisfaction in online shopping platform indicators and weights were determined.We can get the satisfaction scores and rankings based on the online shoppers to top 5 B2C platform 19 indicators of evaluation of customer satisfaction data and the modern synthetic fuzzy comprehensive evaluation of the evaluation software.It will raised customer satisfaction improvements of B2C platform based on the recent development in B2C industry,the policy and the development direction on electronic commerce.It is a long-term process which is involved in B2C platform,stationed merchants,logistics companies andgovernment departments.