Using Fuzzy Delphi and Generalized Fuzzy TOPSIS to Evaluate Technological Service Flexibility Dimensions of Internet Malls

Anil Kumar () and Manoj Kumar Dash ()
Additional contact information
Anil Kumar: BML Munjal University
Manoj Kumar Dash: Indian Institute of Information Technology and Management

Global Journal of Flexible Systems Management, 2017, vol. 18, issue 2, No 7, 153-161

Abstract: Abstract The expanding development of technology and availability of the Internet is leading a consumer shift from offline to online activity. This shifting behaviour shows positive signs for the growth of the e-commerce market but also increases the challenges for the online service provider to provide satisfaction and loyalty to consumers when there is no personal interaction between buyer and seller. In these circumstances, quality, in terms of technology services, i.e. web/transaction, can play a significant role for the service providers, especially for Internet shopping malls. But there is little material available in the current literature to build a theoretical model for web/transaction flexibility dimensions and to rank Internet shopping malls on their provision of services to customers. The vagueness of the available information can be tackled by fuzzy theory by employing a Fuzzy Delphi method to finalize technological service dimensions and lead to development of a research model. The final ranking of internet malls has been achieved by utilizing Generalized Fuzzy TOPSIS. The findings of this study can be useful for Internet shopping malls in devising strategies to provide a better quality of web/transaction service to customers.

Keywords: Evaluation; Fuzzy TOPSIS; Internet malls; Transaction dimensions; Technological services; Web dimensions (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://link.springer.com/10.1007/s40171-017-0154-8 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

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:spr:gjofsm:v:18:y:2017:i:2:d:10.1007_s40171-017-0154-8

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/40171

DOI: 10.1007/s40171-017-0154-8

Access Statistics for this article

Global Journal of Flexible Systems Management is currently edited by Sushil

More articles in Global Journal of Flexible Systems Management from Springer, Global Institute of Flexible Systems Management
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().