电子商务迅速发展,各大网购平台的竞争也越来越激烈,企业如何在这样的竞争中生存,如何吸引顾客、留住顾客.本文通过Kano模型从四项指标对客户满意度进行调查,计算出各网购平台的四项指标分数,从而分析网购平台的现状和发展.%With the rapid development of e-commerce, a great number of online shopping platforms have been faced with increasingly fierce competition. How will the businesses survive in the competition, attracting and retaining customers? In this paper, the Kano model is used to conduct the customer satisfaction survey from four different directions. By calculating the scores of the four index, we analyze the current status and the development of online shopping platforms.
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