Evaluating Service Quality of Online Auction by Fuzzy MCDM

This paper applies fuzzy set theory 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 respondent in replying to the survey. So as to overcome this problem, we invite fuzzy set theory into the measurement of performance. By using AHP in obtaining criteria and TOPSIS in ranking, we found the most concerned dimension of service quality is Transaction Safety Mechanism and the least is Charge Item. Regarding to the most concerned attributes are information security, accuracy and information.

Authors:

• Wei-Hsuan Lee
• Chien-Hua Wang
• Chin-Tzong Pang

Keywords:

• AHP
• Fuzzy set theory
• TOPSIS
• Online auction
• Servicequality

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