The value of e-customer satisfaction to internet companies

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URI: http://hdl.handle.net/10317/858
ISSN: 1136-0593
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Author
Lozano Gutierrez, María del Carmen; Martínez María Dolores, Soledad María; Fuentes Martín, Federico
Knowledge Area
Economía Financiera y Contabilidad
Publication date
2007-05
Publisher
International Association for Fuzzy Set Management and Economy (SIGEF). Foundation for Management Study under Uncertainty (FEGI)
Bibliographic Citation
LOZANO GUTIÉRREZ, María del Carmen, MARTÍNEZ, Soledad, FUENTES MARTÍN, Federico. The value of e-customer satisfaction to internet companies. Fuzzy economic review, 12 (1): 73-84, Mayo 2007. ISSN 1136-0593
Keywords
Economía
Cliente satisfecho
Números borrosos
Compañias basadas en internet
Abstract
The objective of the present work is to analyse Internet-based Company customer satisfaction with the purpose of incorporating a measurement of this intangible asset to the value of the company. This analysis begins with the relation of attributes of greater presence or importance in the generation of satisfaction for the average customer. A fuzzy treatment to the assigned valuations of importance for a concrete list of attributes in a selected company is applied, with the purpose of determining the value of the competitive advantages of this company with respect to other companies of similar activity.
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Atribución-NoComercial-SinDerivadas 3.0 España
Except where otherwise noted, this item's license is described as Atribución-NoComercial-SinDerivadas 3.0 España