Product acceptance: service preference based on e-service quality using g-rough set theory

Mohammad Ehsan Souri, Reza Sheikh, Fatemeh Sajjadian and Shib Sankar Sana

International Journal of Industrial and Systems Engineering, 2021, vol. 37, issue 4, 527-543

Abstract: Nowadays, the competitive environment of e-services companies has made them deliver high quality of services. In fact, the perceived quality of e-services by consumers which determines their behaviour towards products is defined as product acceptance. Consumers have a powerful potential to pass their experiences to other consumers. In this regard, this study intends to detect the rules determining the behaviour of consumers in product acceptance based on the perceived quality of e-services. Accordingly, 407 questionnaires were distributed among online retailers' consumers and then grey rough set theory was applied to analyse them. Perceived quality dimensions and net promoter score (NPS) were determined as the condition and decision attribute, respectively. Finally, the six rules determining the behaviour of consumers were extracted through the data analysis process. Furthermore, the results showed that efficiency, system availability, fulfilment, responsiveness, and contact are the most important factors determining product acceptance.

Keywords: consumer behaviour; rough set theory; grey system; net promoter score; NPS; service quality; product acceptance. (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=114076 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijisen:v:37:y:2021:i:4:p:527-543

Access Statistics for this article

More articles in International Journal of Industrial and Systems Engineering from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().