Research on Influencing Factors of M-Customer Satisfaction based on Platform Service Quality
نویسندگان
چکیده
In the Multi-platform access Two-sided Networks,most customers use several platforms to shop. Customer satisfaction with different platform services lead to different dependence of customer to platform. In order to study the factors influencing the m-customer satisfaction, the study builds the evaluation model of m-customer satisfaction based on the HMM method. Customer satisfaction of mobile terminal is studied by combining factor analysis and other methods.The results showed that the applicability of the software, the platform reputation and the corresponding level of logistic, have a significant impact on customer satisfaction. The HMM model can accurately reflect the relative importance of each factor to the m-customer satisfaction.
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