Abstract:
The aim of this study is to develop a solution
to collect product information from multiple
websites, and then investigate the relationships
of various factors that affect customer
satisfaction on a product using Structural
Equation Modeling (SEM), so that the system
can suggest best products which are suitable for
customer demands. These relationships were
tested using a sample of 100 laptop shoppers
from 4 popular electronic stores in HCM city.
The result indicates that the satisfaction of
customer with a product depends on some
important factors such as product configuration,
warranty time, post-sale service… which related
to both product quality and service quality in
general. All the steps involved in evaluating the
coefficients of evaluation model are
accomplished with the assistance of Statistical
Package for the Social Sciences (SPSS), software
used for statistical analysis. Implications for
store managers and directions for future
researches are also discussed.
