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首页> 外文期刊>Aslib Proceedings >The goals, questions, indicators, measures (GQIM) approach to the measurement of customer satisfaction with e-commerce Web sites
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The goals, questions, indicators, measures (GQIM) approach to the measurement of customer satisfaction with e-commerce Web sites

机译：用于衡量客户对电子商务网站满意度的目标，问题，指标，度量（GQIM）方法

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摘要

Since the mid-1990s, organisations have spent quite a bit of time, money and effort developing new "e"-channels and routes to market. With the advent and rapid adoption of e-commerce in the late 1990s, organisational efforts were largely geared toward customer acquisition with little to no thought given to customer retention and post-sale service. As the e-commerce matures, and in the wake of numerous high-profile business failures, it is time for savvy managers to use the information that is contained within their systems to gain and sustain competitive advantage. Adapted from its original use in software measurement, the GQIM approach has proved effective in helping managers to identify critical business information. Coupled with the five maxims of satisfaction, managers are provided with a complete framework for the development of an e-commerce customer satisfaction programme.
机译：自1990年代中期以来，组织花费了很多时间，金钱和精力来开发新的“ e”渠道和进入市场的途径。随着1990年代后期电子商务的出现和迅速采用，组织的工作主要集中在获取客户上，几乎没有考虑到保留客户和售后服务的问题。随着电子商务的成熟，以及在众多备受瞩目的业务失败之后，精明的经理们现在该使用系统中包含的信息来获取并维持竞争优势。 GQIM方法从其最初在软件测量中的使用改编而成，已被证明可以有效地帮助管理人员识别关键业务信息。结合满意度的五个最大化，为管理人员提供了开发电子商务客户满意度计划的完整框架。

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