Assessing E-Commerce Service Quality: A Hierarchical Evaluation Model for Online Sales Firms
Publish place: International Journal of Innovation in Management, Economics and Social Sciences، Vol: 4، Issue: 1
Publish Year: 1403
نوع سند: مقاله ژورنالی
زبان: English
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شناسه ملی سند علمی:
JR_IJIMES-4-1_001
تاریخ نمایه سازی: 27 خرداد 1403
Abstract:
Purpose: This study proposes a model for evaluating online stores by consumers using the hierarchical analysis method and fuzzy theory as a multi-criteria decision-making method.Methodology: The study used the survey method to collect information, which was then analyzed using multi-criteria decision models.Findings: The results show that user privacy is most important in online shopping. After that, Accessibility has a crucial role in assessing service quality. Originality/Value: This study provides a model for decision-makers to help them improve key areas in e-commerce service design.Purpose: This study proposes a model for evaluating online stores by consumers using the hierarchical analysis method and fuzzy theory as a multi-criteria decision-making method. Methodology: The study used the survey method to collect information, which was then analyzed using multi-criteria decision models. Findings: The results show that user privacy is most important in online shopping. After that, Accessibility has a crucial role in assessing service quality. Originality/Value: This study provides a model for decision-makers to help them improve key areas in e-commerce service design.
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Authors
Ali Mahdifar
Islamic Azad University, Damghan Branch, Damghan, Iran
Reza Mortazavi
Department of Computer Engineering, School of Engineering, Damghan University, Damghan, Iran
Rasoul Jamshidi *
Department of Industrial Engineering, School of Engineering, Damghan University, Damghan, Iran
Vahid Aliakbar
Department of Information System, University of Shahid Beheshti, Tehran, Iran
Mohammad Ebrahim Sadeghi
Department of Industrial Management, Faculty of Management, University of Tehran, Tehran, Iran
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