Influence factors of customer satisfaction in cross-border e-commerce

Abstract

With the development of electronic information technology and the deepening of economic globalization, cross-border e-commerce has become an important way for the development of Chinese enterprises. The degree of customer satisfaction determines the ability of Chinese enterprises to expand the overseas market and enhance the international brand image. The customer satisfaction index system in cross-border e-commerce should follow the principle of objectivity, comprehensiveness and dynamic. Based on the questionnaire survey and literature analysis, the index system of customer satisfaction of cross-border e-commerce is given including four first level indicators and twelve second level indicators, and the weight of each index is calculated. Based on the above analysis, this paper calculates the comprehensive customer satisfaction of an electronic business website to provide some references for the relevant researchers.

Keywords:

• Influence factors
• Customer satisfaction
• Cross-border e-commerce