Title :
Dynamic Fuzzy Evaluation for E-Commerce Service Quality Based on the SERVPERF
Author :
Zhang, Jun ; Lin, Ting ; Ren, Lixiao
Author_Institution :
Coll. of Econ. & Manage., Tianjin Univ. of Sci. & Technol., Tianjin, China
Abstract :
This paper reports on a study which evaluates electronic commerce service quality based on the dynamic fuzzy sets by improving the SERVPERF model. At first, this paper reviews literature on SERVQUAL, SERVPERF and some other electronic service quality evaluation model, then puts up with a dynamic multi-layer fuzzy evaluation method, and uses this method to improve the traditional SERVPERF framework. At last this paper conducts a case analysis, and the results show the convenience and effectiveness of the method.
Keywords :
customer services; electronic commerce; fuzzy set theory; quality of service; SERVPERF model; SERVQUAL; dynamic fuzzy sets; dynamic multilayer fuzzy evaluation method; electronic commerce service quality; electronic service quality evaluation model; Business; Consumer electronics; Electronic commerce; Fuzzy sets; Indexes; Internet; Security; Dynamic Fuzzy Sets; Electronic Commerce; Electronic Service Quality; Fuzzy Comprehensive Evaluation; SERVPERF; SERVQUAL; Service Quality;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.153
