Abstract
Over the past several years electronic commerce (e-commerce) has changed the
business transaction way, and online service quality has a significant influence on many
important aspects of e-commerce. However, there are few quantitative studies on the
investigation of the online service quality evaluation focused on the market in China,
which is one of the developing countries with the highest online population growth. This
paper is an attempt to identify the main factors affecting the online service satisfaction of
the e-commerce websites in China, and Fuzzy TOPSIS is employed to evaluate the eservice
quality through internet for the online consumers. The results could be the
guideline for the e-commerce companies in terms of improving their online services.