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

Trabajo de Grado (Profundización)

Autores:
Espinosa-Neisa, Yuly Milena
Tipo de recurso:
Article of investigation
Fecha de publicación:
2021
Institución:
Universidad Católica de Colombia
Repositorio:
RIUCaC - Repositorio U. Católica
Idioma:
spa
OAI Identifier:
oai:repository.ucatolica.edu.co:10983/26687
Acceso en línea:
https://hdl.handle.net/10983/26687
Palabra clave:
COMERCIO ELECTRÓNICO
E-COMMERCE
CUSTOMER SATISFACTION
SOCIAL NETWORKS
SEMANTIC ANALYSIS
ULTI-CRITERIA DECISION MAKING
Rights
openAccess
License
Copyright-Universidad Católica de Colombia, 2021
id UCATOLICA2_fe001d30f68bb5b030d3f708e3bbb4ca
oai_identifier_str oai:repository.ucatolica.edu.co:10983/26687
network_acronym_str UCATOLICA2
network_name_str RIUCaC - Repositorio U. Católica
repository_id_str
dc.title.spa.fl_str_mv Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
title Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
spellingShingle Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
COMERCIO ELECTRÓNICO
E-COMMERCE
CUSTOMER SATISFACTION
SOCIAL NETWORKS
SEMANTIC ANALYSIS
ULTI-CRITERIA DECISION MAKING
title_short Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
title_full Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
title_fullStr Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
title_full_unstemmed Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
title_sort Model to evaluate customer satisfaction in e-commerce through multi-criteria and semantic analysis
dc.creator.fl_str_mv Espinosa-Neisa, Yuly Milena
dc.contributor.advisor.none.fl_str_mv Bolívar-Barón, Holman Diego
Bolívar-Barón, Holman Diego
dc.contributor.author.none.fl_str_mv Espinosa-Neisa, Yuly Milena
dc.subject.lemb.none.fl_str_mv COMERCIO ELECTRÓNICO
topic COMERCIO ELECTRÓNICO
E-COMMERCE
CUSTOMER SATISFACTION
SOCIAL NETWORKS
SEMANTIC ANALYSIS
ULTI-CRITERIA DECISION MAKING
dc.subject.proposal.spa.fl_str_mv E-COMMERCE
CUSTOMER SATISFACTION
SOCIAL NETWORKS
SEMANTIC ANALYSIS
ULTI-CRITERIA DECISION MAKING
description Trabajo de Grado (Profundización)
publishDate 2021
dc.date.accessioned.none.fl_str_mv 2021-10-05T14:12:21Z
dc.date.available.none.fl_str_mv 2021
2021-10-05T14:12:21Z
dc.date.issued.none.fl_str_mv 2021
dc.type.spa.fl_str_mv Trabajo de grado - Maestría
dc.type.coarversion.fl_str_mv http://purl.org/coar/version/c_fa2ee174bc00049f
http://purl.org/coar/version/c_71e4c1898caa6e32
dc.type.coar.spa.fl_str_mv http://purl.org/coar/resource_type/c_2df8fbb1
dc.type.content.spa.fl_str_mv Text
dc.type.driver.spa.fl_str_mv info:eu-repo/semantics/masterThesis
dc.type.redcol.spa.fl_str_mv https://purl.org/redcol/resource_type/TM
format http://purl.org/coar/resource_type/c_2df8fbb1
dc.identifier.citation.none.fl_str_mv Espinosa-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.identifier.uri.none.fl_str_mv https://hdl.handle.net/10983/26687
identifier_str_mv Espinosa-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
url https://hdl.handle.net/10983/26687
dc.language.iso.spa.fl_str_mv spa
language spa
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spelling Bolívar-Barón, Holman Diegoaa0d5dfe-1bce-43c8-a4ef-0c22c5eb69d8-1Bolívar-Barón, Holman Diegovirtual::2298-1Espinosa-Neisa, Yuly Milenafead9b3d-9ae6-467a-b870-dce5c42a6a02-12021-10-05T14:12:21Z20212021-10-05T14:12:21Z2021Trabajo de Grado (Profundización)Se 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.MaestríaMagister en Ingeniería y Gestión de la Innovación1. INTRODUCTION 2. PROBLEM STATEMENT 3. OBJETIVES 4. CONCEPTUAL FRAMEWORK 5. THEORETICAL FRAMEWORK 6. STATE OF THE ART 7. METHODOLOGY 8. VIGILANCIA TECNOLÓGICA 9. ONTOLOGY FOR E-COMMERCE 10. RESULTS 11. CONCLUSIONS 12. FUTURE WORKS 13. REFERENCES105 páginasapplication/pdfEspinosa-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, Colombiahttps://hdl.handle.net/10983/26687spaUniversidad Católica de ColombiaFacultad de IngenieríaBogotáMaestría en Ingeniería y Gestión de la InnovaciónCÁMARA COLOMBIANA DE COMERCIO ELECTRÓNICO. INFORME: COMPORTAMIENTO DEL ECOMMERCE EN COLOMBIA DURANTE 2020 Y PERSPECTIVAS PARA 2021. 2020 [online]. [accessed. 2021-03-15]. Available at: https://www.ccce.org.co/wp-content/uploads/2020/10/informe-comportamiento-y-perspectiva-ecommerce-2020-2021.pdfCRAMER, Ethan. 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