Applying Fuzzy Analytic Hierarchy Process for Evaluating Service Quality of Online Auction

Authors: Chien-Hua Wang, Meng-Ying Chou, Chin-Tzong Pang

Abstract:

This paper applies fuzzy AHP to evaluate the service quality of online auction. Service quality is a composition of various criteria. Among them many intangible attributes are difficult to measure. This characteristic introduces the obstacles for respondents on reply in the survey. So as to overcome this problem, we invite fuzzy set theory into the measurement of performance and use AHP in obtaining criteria. We found the most concerned dimension of service quality is Transaction Safety Mechanism and the least is Charge Item. Other criteria such as information security, accuracy and information are too vital.

Keywords: Fuzzy set theory, AHP, Online auction, Service quality

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1057285

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