Research on B2C e-commerce website service quality evaluation based on analytic hierarchy process

Author

Baoguo Zhao ; Yinghui Cheng

Author_Institution

Sch. of Econ. & Manage., Beijing Univ. of Posts & Telecommun., Beijing, China

fYear

2014

fDate

26-28 April 2014

Firstpage

364

Lastpage

367

Abstract

Establish a B2C e-commerce website service quality evaluation system, and utilize Analytic Hierarchy Process to calculate the weight of each index. The results show that, “Customer property security protection” “To deal with problems effectively” “Accurate information” “Personal information protection” and “Speed of the logistics” are the top five factors impacting evaluation of customers on the website service quality. According to the results, put forward some instructive suggestions for website operators.

Keywords

Web sites; analytic hierarchy process; electronic commerce; security of data; B2C e-commerce Web site; Web site service quality evaluation; accurate information; analytic hierarchy process; business-to-consumer electronic commerce; customer evaluation; customer property security protection; logistics speed; personal information protection; problem dealing; Analytic hierarchy process; Educational institutions; Indexes; Logistics; Reliability; Security; Analytic Hierarchy Process; B2C e-commerce website; quality of service;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Science and Technology (ICIST), 2014 4th IEEE International Conference on

Conference_Location

Shenzhen

Type

conf

DOI

10.1109/ICIST.2014.6920403

Filename

6920403