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

  • Vivek Agrawal
  • Akash Agrawal
  • Anand Mohan Agrawal
Chapter
First Online:
Part of the Springer Proceedings in Business and Economics book series (SPBE)

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 
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Copyright information

© Springer Nature Singapore Pte Ltd. 2018

Authors and Affiliations

  • Vivek Agrawal
    • 1
  • Akash Agrawal
    • 2
  • Anand Mohan Agrawal
    • 3
  1. 1.IBMGLA UniversityMathuraIndia
  2. 2.Quality Council of IndiaDelhiIndia
  3. 3.GLA UniversityMathuraIndia

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