Integrating the Kano model into designing service quality of online-shopping web to enhance customer satisfaction

Proceedings - International Conference on Management and Service Science, MASS 2009

Volumn , Issue , 2009, Pages

  Yu, Bingqing ^a   Yu, Junying ^a  

^a DONGHUA UNIVERSITY   (China)

Author keywords

Customer satisfaction; e service; Kano model; Service quality

Indexed keywords

CUSTOMER SATISFACTION SURVEY; E-COMMERCE; E-SERVICES; KANO MODEL; ONLINE SHOPPING; OPTIMAL COMBINATION; PERFORMANCE CRITERION; PERFORMANCE QUALITY; SERVICE PERFORMANCE; SERVICE QUALITY;

ELECTRONIC COMMERCE; SALES; SURVEYS;

CUSTOMER SATISFACTION;

EID: 73849099079     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/ICMSS.2009.5302107     Document Type: Conference Paper

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