Dynamic Fuzzy Evaluation for E-Commerce Service Quality Based on the SERVPERF

摘要

This paper reports on a study which evaluates electronic commerce service quality based on the dynamic fuzzy sets by improving the SERVPERF model. At first, this paper reviews literature on SERVQUAL, SERVPERF and some other electronic service quality evaluation model, then puts up with a dynamic multi-layer fuzzy evaluation method, and uses this method to improve the traditional SERVPERF framework. At last this paper conducts a case analysis, and the results show the convenience and effectiveness of the method.