At the other end, the attributes "opinion sharing on social networks", "buying online is a good option when you have little time", "distraction in online shopping searches" and "shopping online is a pleasure" showed the highest level of dissatisfaction with the service. Among the main findings, it is highlighted that the attributes “product availability”, “products with excellent quality”, “confidence in online shopping processes” and “ease of buying online” were the ones that presented the best perceptions of quality by the respondents. To achieve the research objective, 819 questionnaires were collected. Therefore, this research was classified as applied, exploratory, quantitative and survey. Fuzzy set theory was used in the approach to simplify the subjectivity of human judgment, along with the extension of Technique for Order Performance by Similarity to Ideal Solution (TOPSIS). The proposed approach was developed from a structured questionnaire containing 25 quality attributes adapted from the E-S-QUAL model and applied to consumers of online shopping services. This paper aims to propose an approach to evaluate the quality of online shopping services in times of pandemic COVID-19, from the ordering of quality attributes taking into account customers' perception.
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