The Fuzzy Evaluation of E-Commerce Customer Satisfaction Utilizing Fuzzy TOPSIS

Fasanghari, Mehdi; Gholamy, N.; Chaharsooghi, S. Kamal; Qadami, Saddam Fuad Hussein Al; Delgosha, Mohammad Soltani

doi:10.1109/isecs.2008.207

Cited by 34 publications

(33 citation statements)

References 8 publications

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“…Fasanghari and Roudsari established a customer satisfaction evaluation method based on combination of linguistic variables, fuzzy triangular numbers, and fuzzy entropy. They found that the designed evaluation method creates suitable results and the evaluation could be done as well as possible [3]. Nupur investigated the impact of variables of e-banking on customer satisfaction in Bangladesh and argued that reliability, responsiveness, assurance, empathy and tangibles are the core service quality dimensions for customer satisfaction in e-banking [13].…”

Section: Literature Reviewmentioning

confidence: 99%

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The Impact Of Service Quality On Customer Satisfaction In Internet Banking

Sakhaei¹,

Afshari²,

Esmaili³

2014

J. Math. Computer Sci.

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This paper presents a study to investigate service quality indexes in Internet Banking. This is an applied research study of descriptive-surveying kind .The purpose of this research is to understand the impact of service quality factors of Internet Banking on customer satisfaction in Iran .To study the relation between service quality and customer satisfaction, first a hybrid model based on the previous works has been proposed. Six service quality dimensions namely reliability, efficiency, responsiveness, fulfillment, security / privacy and website design have been established based on the literature review. The data were gathered through survey interview by a questionnaire that was designed on a 5-Point Likert scale .This study evaluated influence of service quality on customer satisfaction in Internet Banking .The study shows that the Six service quality dimensions has meaningful relationship with customer satisfaction in Internet Banking and reliability has most relation and website design has least relation to customer satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

“…On the other hand, if the perceived performance exceeds expectations, customers will be satisfied [7]. Effective customer satisfaction investigation is a very important precondition for e-commerce area to win in market competition [3].…”

Section: Introductionmentioning

confidence: 99%

The Impact Of Service Quality On Customer Satisfaction In Internet Banking

Sakhaei¹,

Afshari²,

Esmaili³

2014

J. Math. Computer Sci.

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“…. , <l i , m i , u i >, <l n , m n , u n > produces the result <l, m, u> where in Equation (1) [67]:…”

Section: Establishment Of Evaluation Scalesmentioning

confidence: 99%

Quick Green Scan: A Methodology for Improving Green Performance in Terms of Manufacturing Processes

Kluczek

2017

Sustainability

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Abstract:The heating sector has begun implementing technologies and practices to tackle the environmental and social-economic problems caused by their production process. The purpose of this paper is to develop a methodology, "the Quick-Green-Scan", that caters for the need of quick assessment decision-makers to improve green manufacturing performance in companies that produce heating devices. The study uses a structured approach that integrates Life Cycle Assessment-based indicators, framework and linguistic scales (fuzzy numbers) to evaluate the extent of greening of the enterprise. The evaluation criteria and indicators are closely related to the current state of technology, which can be improved. The proposed methodology has been created to answer the question whether a company acts on the opportunity to be green and whether these actions are contributing towards greening, maintaining the status quo or moving away from a green outcome. Results show that applying the proposed improvements in processes helps move the facility towards being a green enterprise. Moreover, the methodology, being particularly quick and simple, is a practical tool for benchmarking, not only in the heating industry, but also proves useful in providing comparisons for facility performance in other manufacturing sectors.

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“…After summarization and induction of relevant index information, use affinity diagram to implement hierarchical analysis to B2C e-commerce service quality index and form B2C e-commerce processquality house of B2C e-commerce service quality index. Convert the relevant information of B2C e-commerce process above into B2C e-commerce service quality index for convenient control and measurement (Fasanghari et al, 2008).…”

Section: Customer Demand -Quality House Of B2c E-commerce Processmentioning

confidence: 99%

Research on Optimization of B2C E-commerce Service Quality Oriented by Customer Demand

Hai-song¹

2016

Revista de la Facultad de Ingeniería

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In this paper, linear programming model of key B2C e-commerce service quality relying on quality house has been established to research how to implement reasonable programming for improvement resource and time of service quality index by B2C ecommerce enterprise under the specific resource and time budget to realize the maximum customer satisfaction and enhance enterprises competitiveness. Ideal optimization scheme has been acquired with systematical analysis and improvement for service quality of an enterprise according to this optimization model and application value of proposed model has been proved.

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The Fuzzy Evaluation of E-Commerce Customer Satisfaction Utilizing Fuzzy TOPSIS

Cited by 34 publications

References 8 publications

The Impact Of Service Quality On Customer Satisfaction In Internet Banking

The Impact Of Service Quality On Customer Satisfaction In Internet Banking

Quick Green Scan: A Methodology for Improving Green Performance in Terms of Manufacturing Processes

Research on Optimization of B2C E-commerce Service Quality Oriented by Customer Demand

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