Title :
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
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;
Conference_Titel :
Information Science and Technology (ICIST), 2014 4th IEEE International Conference on
Conference_Location :
Shenzhen
DOI :
10.1109/ICIST.2014.6920403
