EFA-FTOPSIS-Based Assessment of Service Quality: Case of Shopping Websites

Vivek Agrawal (), Akash Agrawal () and Anand Mohan Agrawal ()
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Vivek Agrawal: GLA University
Akash Agrawal: Quality Council of India
Anand Mohan Agrawal: GLA University

A chapter in Quality, IT and Business Operations, 2018, pp 143-154 from Springer

Abstract: Abstract In today’s competitive world, managing service quality by shopping websites is very important. In consideration of the technological advancement, this paper explores the dimensions affecting the service quality of shopping websites and their relative ranking. Insights from the literature have been taken to identify different items of service quality followed by peer group discussion to reveal the appropriate items in the present research context. Proven statistical methods have been used to explore the dimensions like exploratory factor analysis (EFA). Fuzzy technique of order preference by similarity to ideal solution (FTOPSIS) has been used for comparing the service quality of shopping websites due to the complexity and uncertainty in this research. Present research provides a unique approach for ranking different shopping websites on the basis of their service quality provided. The findings of this paper are very relevant and provide research directions and guidelines for improvement in the respective dimensions.

Keywords: Service quality; Shopping websites; EFA; FTOPSIS (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-10-5577-5_12

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DOI: 10.1007/978-981-10-5577-5_12

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