{"id":"https://openalex.org/W2076247207","doi":"https://doi.org/10.4018/ijfsa.2015010104","title":"Intelligent Decision Making and Risk Analysis of B2c E-Commerce Customer Satisfaction","display_name":"Intelligent Decision Making and Risk Analysis of B2c E-Commerce Customer Satisfaction","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W2076247207","doi":"https://doi.org/10.4018/ijfsa.2015010104","mag":"2076247207"},"language":"en","primary_location":{"id":"doi:10.4018/ijfsa.2015010104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijfsa.2015010104","pdf_url":null,"source":{"id":"https://openalex.org/S4210179311","display_name":"International Journal of Fuzzy System Applications","issn_l":"2156-1761","issn":["2156-1761","2156-177X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Fuzzy System Applications","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5079311776","display_name":"Masoud Mohammadian","orcid":"https://orcid.org/0000-0002-5620-3232"},"institutions":[{"id":"https://openalex.org/I188329596","display_name":"University of Canberra","ror":"https://ror.org/04s1nv328","country_code":"AU","type":"education","lineage":["https://openalex.org/I188329596"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Masoud Mohammadian","raw_affiliation_strings":["Faculty of Business Government and Law, University of Canberra, Canberra, Australia","Faculty of Business, Government and Law, University of Canberra , Canberra, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business Government and Law, University of Canberra, Canberra, Australia","institution_ids":["https://openalex.org/I188329596"]},{"raw_affiliation_string":"Faculty of Business, Government and Law, University of Canberra , Canberra, Australia","institution_ids":["https://openalex.org/I188329596"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5079311776"],"corresponding_institution_ids":["https://openalex.org/I188329596"],"apc_list":null,"apc_paid":null,"fwci":0.5078,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.81270408,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"4","issue":"1","first_page":"60","last_page":"75"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12805","display_name":"Cognitive Science and Mapping","score":0.9811999797821045,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12805","display_name":"Cognitive Science and Mapping","score":0.9811999797821045,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13402","display_name":"Business Strategy and Innovation","score":0.9779000282287598,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13204","display_name":"Competitive and Knowledge Intelligence","score":0.9682000279426575,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/interdependence","display_name":"Interdependence","score":0.7292208075523376},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6391749382019043},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.5860164761543274},{"id":"https://openalex.org/keywords/new-product-development","display_name":"New product development","score":0.524273157119751},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5241529941558838},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5085078477859497},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4991745948791504},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.45633476972579956},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4214995205402374},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4087812006473541},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.39758819341659546},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.17401447892189026},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.1449604034423828}],"concepts":[{"id":"https://openalex.org/C185874996","wikidata":"https://www.wikidata.org/wiki/Q269699","display_name":"Interdependence","level":2,"score":0.7292208075523376},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6391749382019043},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5860164761543274},{"id":"https://openalex.org/C19351080","wikidata":"https://www.wikidata.org/wiki/Q1395034","display_name":"New product development","level":2,"score":0.524273157119751},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5241529941558838},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5085078477859497},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4991745948791504},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.45633476972579956},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4214995205402374},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4087812006473541},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.39758819341659546},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.17401447892189026},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.1449604034423828},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.4018/ijfsa.2015010104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijfsa.2015010104","pdf_url":null,"source":{"id":"https://openalex.org/S4210179311","display_name":"International Journal of Fuzzy System Applications","issn_l":"2156-1761","issn":["2156-1761","2156-177X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Fuzzy System Applications","raw_type":"journal-article"},{"id":"pmh:tle:32b5e449-072d-42f5-b07d-d774cebe89f5:1f071524-0ffb-45dd-b0fd-e2ac8222ffc2:1","is_oa":false,"landing_page_url":"http://www.canberra.edu.au/researchrepository/items/32b5e449-072d-42f5-b07d-d774cebe89f5/1/","pdf_url":null,"source":{"id":"https://openalex.org/S7407050591","display_name":"University of Canberra Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I188329596","host_organization_name":"University of Canberra","host_organization_lineage":["https://openalex.org/I188329596"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal Article"},{"id":"pmh:oai:RePEc:igg:jfsa00:v:4:y:2015:i:1:p:60-75","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJFSA.2015010104","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","score":0.46000000834465027,"id":"https://metadata.un.org/sdg/16"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":32,"referenced_works":["https://openalex.org/W1482244801","https://openalex.org/W1489902476","https://openalex.org/W1867332446","https://openalex.org/W1973687016","https://openalex.org/W1975811987","https://openalex.org/W1980126189","https://openalex.org/W1990079969","https://openalex.org/W1991443799","https://openalex.org/W1996635162","https://openalex.org/W2010335003","https://openalex.org/W2011896860","https://openalex.org/W2025387955","https://openalex.org/W2037846525","https://openalex.org/W2045290959","https://openalex.org/W2047761734","https://openalex.org/W2050251515","https://openalex.org/W2051721978","https://openalex.org/W2065636091","https://openalex.org/W2074091245","https://openalex.org/W2081733718","https://openalex.org/W2086854159","https://openalex.org/W2095224843","https://openalex.org/W2119240992","https://openalex.org/W2122912498","https://openalex.org/W2136388068","https://openalex.org/W2139921829","https://openalex.org/W2140551164","https://openalex.org/W2146601354","https://openalex.org/W2152187914","https://openalex.org/W2170704839","https://openalex.org/W2397840136","https://openalex.org/W3122755736"],"related_works":["https://openalex.org/W3091493342","https://openalex.org/W2152253706","https://openalex.org/W3015810715","https://openalex.org/W2357931527","https://openalex.org/W72876739","https://openalex.org/W2370799454","https://openalex.org/W2148289820","https://openalex.org/W2595990749","https://openalex.org/W2550524671","https://openalex.org/W2992905510"],"abstract_inverted_index":{"Customer":[0,45],"satisfaction":[1,46,143],"and":[2,7,14,35,39,59,68,81,83,89,108,113,136,145,153,159,165,183,194,201],"relationship":[3],"is":[4,29,47],"complex,":[5],"demanding,":[6],"yet":[8],"crucial":[9],"to":[10,22,87,131,134,147,163,190,205],"an":[11,121],"organization":[12],"success":[13],"its":[15],"competitive":[16],"position":[17],"in":[18,25,106,140,196],"the":[19,118,149,197],"marketplace.":[20],"Due":[21],"rapid":[23],"changes":[24],"emerging":[26],"technologies":[27],"there":[28],"a":[30,50,141],"need":[31],"for":[32,79],"constant":[33],"improvement":[34,67],"adjustment":[36],"of":[37,53,72,92,101,110,120,151],"product":[38,58,82,154,200],"services":[40,60,84,166,202],"offered":[41,169],"using":[42,126,171,175],"e-commerce":[43,172],"systems.":[44],"dependent":[48],"on":[49],"large":[51],"number":[52],"organizational":[54],"as":[55,57],"well":[56],"attributes.":[61],"These":[62],"attributes":[63,74],"require":[64],"continuous":[65],"development,":[66],"monitoring.":[69],"The":[70],"interdependencies":[71],"these":[73],"make":[75],"it":[76],"very":[77],"difficult":[78],"managers":[80,152],"development":[85,107],"teams":[86],"comprehend":[88],"be":[90,181],"aware":[91],"effect":[93],"(,":[94],"Rohm":[95],"et":[96],"al":[97],"2004,":[98],",":[99],")":[100],"inefficiencies":[102],"that":[103,167],"may":[104],"exist":[105],"offering":[109],"their":[111,157,199],"products":[112,164],"services.":[114],"This":[115],"paper":[116],"considers":[117],"implementation":[119],"intelligent":[122],"decision":[123],"making":[124],"system":[125],"Fuzzy":[127],"Cognitive":[128],"Maps":[129],"(FCMs)":[130],"provide":[132],"facilities":[133],"capture":[135],"represent":[137],"complex":[138],"relationships":[139],"customer":[142,177],"management":[144],"modelling":[146],"improve":[148],"understanding":[150],"developers":[155],"about":[156],"customers":[158],"associated":[160],"risks":[161],"related":[162],"are":[168,203],"online":[170],"sites.":[173],"By":[174],"FCMs,":[176],"satisfactions":[178],"can":[179,186],"regularly":[180],"reviewed":[182],"improved.":[184],"Managers":[185],"perform":[187],"what-if":[188],"analyses":[189],"better":[191],"understand":[192],"vulnerabilities":[193],"pitfalls":[195],"way":[198],"provided":[204],"customers.":[206]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-08-13T07:04:57.449891","created_date":"2025-10-10T00:00:00"}
