Applying Fuzzy MCDM Methods to the Evaluation on Portal Website Service Quality

Abstract

In recent years, the Internet has been developed rapidly and brought great impact to various industries. In which, the portal website is the gate for the Internet access. In the progress of development, the portal website has been reformed from single to multi-functional and categorized services which stand out of the site. However, the quality of each site that users conceive differs from person to person. Among them, many intangible attributes are difficult to measure. Therefore, to overcome the obstacles of subjective respondents, we adopt the fuzzy set theory as the measurement of performance and obtain criteria’s weights by using AHP. Furthermore, we rank each performance of service quality in VIKOR. In empirical application, the results are used for managerial reference in the four selected portal websites domestically.