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

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    Authors
    Kumar, Anil
    Dash, Manoj Kumar
    Affiliation
    BML Munjal University
    Indian Institute of Information Technology & Management, Gwalior
    Issue Date
    2017-02-20
    
    Metadata
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    Abstract
    The expanding development of technology and availability of the internet is leading a consumer shift from offline to online activity. This shifting behavior 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 provider, especially for internet shopping malls. But there is little material available in 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.
    Citation
    Kumar, A., and Dash, M.K. (2017) ‘Using Fuzzy Delphi and Generalized Fuzzy TOPSIS to evaluate technological service flexibility dimensions of internet malls’, Global Journal of Flexible Systems Management, 18(2):153. Doi: 10.1007/s40171-017-0154-8
    Publisher
    Springer
    Journal
    Global Journal of Flexible Systems Management
    URI
    http://hdl.handle.net/10545/623325
    DOI
    10.1007/s40171-017-0154-8
    Additional Links
    http://link.springer.com/10.1007/s40171-017-0154-8
    Type
    Article
    Language
    en
    ISSN
    0972-2696
    0974-0198
    ae974a485f413a2113503eed53cd6c53
    10.1007/s40171-017-0154-8
    Scopus Count
    Collections
    Centre for Supply Chain Improvement

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