Dynamic Fuzzy Evaluation for E-Commerce Service Quality Based on the SERVPERF.
Jun ZhangTing LinLixiao RenPublished in: ICEE (2010)
Keyphrases
- service quality
- electronic commerce
- fuzzy comprehensive evaluation method
- customer satisfaction
- user satisfaction
- ahp method
- online shopping
- fuzzy sets
- service providers
- information quality
- customer loyalty
- evaluation method
- competitive advantage
- information systems
- fuzzy logic
- quality of service
- evaluation model
- call center
- website
- database