Intelligent risk analysis of E-commerce customer satisfaction using Fuzzy Cognitive Maps

Masoud Mohammadian, Mohammad Yamin

Research output: A Conference proceeding or a Chapter in BookConference contributionpeer-review

Abstract

Customer satisfaction and relationship is complex, demanding, and yet crucial to an organization success and its competitive position in the marketplace. Due to rapid changes in emerging technologies there is a need for constant improvement and adjustment of product and services offered using e-commerce systems. Customer satisfaction is dependent on a large number of organizational as well as product and services attributes. These attributes require continuous development, improvement and monitoring. The interdependencies of these attributes make it very difficult for managers and product and services development teams to comprehend and be aware of effect of inefficiencies that may exist in development and offering of their products and services. This paper considers the implementation of a Fuzzy Cognitive Maps (FCM) to provide facilities to capture and represent complex relationships in a customer satisfaction management and modelling to improve the understanding of managers and product developers about their customers and associated risks related to products and services that are offered online using e-commerce sites. By using FCMs, customer satisfactions levels can regularly be reviewed and improved. Managers can perform what-if analyses to better understand vulnerabilities and pitfalls in the way their product and services are provided to customers.

Original languageEnglish
Title of host publicationICISO 2011 - Proceedings of the 13th International Conference on Informatics and Semiotics in Organisations
Subtitle of host publicationProblems and Possibilities of Computational Humanities, co-located with IWRA 2011 IFIP WG8.1 Working Conference
EditorsRene J. Jorna, Kecheng Liu, Niels Faber
Place of PublicationNetherlands
PublisherFryske Akademy
Pages205-212
Number of pages8
ISBN (Electronic)9789490719005
Publication statusPublished - 1 Jan 2011
Event13th International Conference on Informatics and Semiotics in Organisations: Problems and Possibilities of Computational Humanities, ICISO 2011, co-located with IWRA 2011 IFIP WG8.1 Working Conference - Leeuwarden, Netherlands
Duration: 4 Jul 20116 Jul 2011

Publication series

NameICISO 2011 - Proceedings of the 13th International Conference on Informatics and Semiotics in Organisations: Problems and Possibilities of Computational Humanities, co-located with IWRA 2011 IFIP WG8.1 Working Conference

Conference

Conference13th International Conference on Informatics and Semiotics in Organisations: Problems and Possibilities of Computational Humanities, ICISO 2011, co-located with IWRA 2011 IFIP WG8.1 Working Conference
CountryNetherlands
CityLeeuwarden
Period4/07/116/07/11

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