Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis

dc.contributorBolívar-Barón, Holman Diego
dc.creatorEspinosa-Neisa, Yuly Milena
dc.date.accessioned2021
dc.date.accessioned2021-10-05T14:12:21Z
dc.date.available2021
dc.date.available2021-10-05T14:12:21Z
dc.date.created2021
dc.date.created2021-10-05T14:12:21Z
dc.date.issued2021
dc.identifierEspinosa-Neisa, Y. M. (2021). Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis. Tesis de Grado. Universidad Católica de Colombia. Facultad de Ingeniería. Maestría en Ingeniería y Gestión de la Innovación. Bogotá, Colombia
dc.identifierhttps://hdl.handle.net/10983/26687
dc.description.abstractSe presenta un modelo de evaluación multicriterio para la medición de satisfacción del cliente en el sector de comercio electrónico, el modelo propone 7 criterios objetivos de evaluación, a saber: seguridad, información, producto o servicio, distribución logística, diseño del sitio, servicio al cliente y usabilidad, cada criterio tiene un peso estimado según la importancia percibida por los clientes. Se extraen los comentarios de la red social Facebook de dos plataformas de comercio electrónico que operan en Colombia y se realiza la medición de satisfacción del cliente obteniendo resultados importantes para la toma de decisiones empresariales.
dc.languagespa
dc.publisherUniversidad Católica de Colombia
dc.publisherFacultad de Ingeniería
dc.publisherBogotá
dc.publisherMaestría en Ingeniería y Gestión de la Innovación
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dc.rightsinfo:eu-repo/semantics/openAccess
dc.rightsAtribución-NoComercial 4.0 Internacional (CC BY-NC 4.0)
dc.rightshttps://creativecommons.org/licenses/by-nc/4.0/
dc.rightsCopyright-Universidad Católica de Colombia, 2021
dc.titleModel to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
dc.typeTrabajo de grado - Maestría


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