A fuzzy assessment model applied on service quality of e-commerce

The information technology develops fast nowadays, shopping is a good example, in addition to going to real store or vendor machine; it is also possible to have the transaction done through internet. Through the virtual transaction mechanism made in internet, the consumers are able to not only purchasing products but also preview the product information. However, the consumers take the risk during the transaction because of the lacking of real store or vendor site. In order to increase the confidence from the consumers for shopping, the e-store has to provide good service and transaction safety mechanism. Hence, service quality becomes the key success factor of e-store and more and more owners of e-store try to enhance the service quality. The aims of this paper are to construct a fuzzy assessment model of the service quality of the e-store, then to verify the feasibility of the model by using the numerical example.