Evaluation of eTail Services Quality: AHP Approach

Abstract

The purpose of this research study is to create comparative evaluation model to compare eTail firms across several eTail service quality dimensions. This research paper employs Analytical Hierarchy Process (AHP) for analysing decision problem into several stages which include objective, criteria and the alternatives to evaluate eTail service organizations. Non-probabilistic method of sampling was used to collect the responses. This study validated the formal e-Tailing quality scale eTailQ, with an alteration which resulted into its suitability in the Indian context. After validating the scale, four variables were taken for pair-wise comparison, namely website design, fulfilment/ reliability, security/ privacy and customer services. Results of this study imparts a better understanding of consumer preferences among different eTail service quality dimensions. This research would be helpful to practitioners in eTail industry to measure the quality of their services in comparison to their competitors. Since many eTail organizations have attained scale and volumes but are struggling to reach at sustainable stage, this research may be helpful to bring those organizations at sustainability by knowing which factor should be given more focus. The analysis of best alternative with given criteria by deploying AHP technique is first-ever done on e-Tail scale in India.

Research on Service Design of Garbage Classification Driven by Artificial Intelligence

“…This includes prototype testing and field testing and involves measuring the performance of the service system according to defined metrics, as well as a qualitative assessment of customer satisfaction and other subjective indicators in the value network. The research methods used can include the Analytic Hierarchy Process (AHP) and satisfaction surveys [45]. Tasks in this phase may include prototype testing, field pilot testing, performance testing, and satisfaction surveys.…”

“…The service's value is embodied in the "enable" of the platform, which provides various possibilities for participants. This concept of "enable design" can be evaluated using methods like AHP and CSI satisfaction, calculating the evaluation level of the sense of value created from service design [39,45].…”

Modeling enablers of knowledge management process using multi criteria decision making approach

“…For enhancing the accuracy and reliability of the obtained results, combined approaches may be used, i.e. using other MCDM tools/approaches along with DEMATEL methods, such as VIKOR, TOPSIS, ANP and AHP (Jhaveri and Nenavani, 2020). Further DEA can also be integrate (Agrawal, 2020a, 2020b) with MCDM.…”

An Assessment of the Impact of the COVID-19 Pandemic on Consumer Behavior Using the Analytic Hierarchy Process Model

“…The aim of this paper is to determine consumer behavior and changes in consumer purchasing habits because of the COVID-19 pandemic using the AHP method. Therefore, it is necessary to highlight authors who have actively used the same method to address issues in marketing [125][126][127][128][129][130][131][132][133][134][135][136][137][138].…”