Title: Research on the fuzzy comprehensive evaluation of consumer satisfaction with mobile e-commerce platforms

Authors: Xulan He

Addresses: Business Starting School, Yiwu Industrial and Commercial College, Yiwu 322000, China

Abstract: The traditional method has the problems of a short evaluation time, accurate information retrieval and accurate evaluation, therefore, a new fuzzy comprehensive evaluation method for consumer satisfaction with mobile e-commerce platforms is proposed. First, the relevant content of mobile e-commerce platforms is analysed based on the content and functional characteristics of the design rules of fuzzy evaluation. Then, customer satisfaction evaluation principles are analysed, and the corresponding secondary evaluation index is established based on the weight of each index to complete a specific consumer satisfaction fuzzy comprehensive evaluation. The experimental results show that the time of the evaluation result generation process of this method is between 27 s and 33 s, the retrieval accuracy of consumer-related information is between 0.931 and 0.952, and the evaluation accuracy is between 93.0% and 95.6%. The above results effectively prove the effectiveness of this method.

Keywords: mobile e-commerce platform; consumer satisfaction; fuzzy rules; satisfaction evaluation; index weight.

DOI: 10.1504/IJWBC.2023.128407

International Journal of Web Based Communities, 2023 Vol.19 No.1, pp.28 - 38

Received: 22 Jun 2021
Accepted: 25 Nov 2021
Published online: 20 Jan 2023 *