The value of e-customer satisfaction to internet companies

• Autores: Carmen Lozano Cabedo, Soledad María Martínez María-Dolores, Federico Fuentes
• Localización: Fuzzy economic review, ISSN 1136-0593, Vol. 12, Nº. 1, 2007, págs. 73-84
• Idioma: inglés
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• Resumen

  • 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 va-luations 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.