Assessing E-Commerce Service Quality: A Hierarchical Evaluation Model for Online Sales Firms

  • سال انتشار: 1403
  • محل انتشار: ژورنال بین المللی نوآوری در مدیریت، اقتصاد و علوم اجتماعی، دوره: 4، شماره: 1
  • کد COI اختصاصی: JR_IJIMES-4-1_001
  • زبان مقاله: انگلیسی
  • تعداد مشاهده: 190
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نویسندگان

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

چکیده

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.

کلیدواژه ها

E-commerce, E-services, quality of e-services, fuzzy-AHP

اطلاعات بیشتر در مورد COI

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