The goals, questions, indicators, measures (GQIM) approach to the measurement of customer satisfaction with e-commerce Web sites.
Andrew BoydPublished in: Aslib Proc. (2002)
Keyphrases
- customer satisfaction
- website
- internet banking
- service quality
- customer loyalty
- electronic commerce
- online shopping
- customer service
- click stream data
- user satisfaction
- customer reviews
- product design
- customer retention
- online stores
- web pages
- web content
- marketing strategies
- core competence
- customer data
- database systems
- potential customers
- databases
- business goals
- customer support
- expert systems
- web users