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

Authors

  • Rasoul Jamshidi * Department of Industrial Engineering, School of Engineering, Damghan University, Damghan, Iran
  • Ali Mahdifar Islamic Azad University, Damghan Branch, Damghan, Iran
  • Reza Mortazavi 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

Keywords:

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

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.

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Published

2024-04-20

How to Cite

Jamshidi, R., Mahdifar, A., Mortazavi, R., Aliakbar, V. ., & Sadeghi, M. E. (2024). Assessing E-Commerce Service Quality: A Hierarchical Evaluation Model for Online Sales Firms. International Journal of Innovation in Management, Economics and Social Sciences. Retrieved from https://ijimes.ir/index.php/ijimes/article/view/131

Issue

In Press

Section

Original Research

License

Copyright (c) 2023 Rasoul Jamshidi, Ali Mahdifar, Reza Mortazavi, Vahid Aliakbar, Mohammad Ebrahim Sadeghi

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.