THE QUALITY OF E-SERVICE IN B2C WEBSITES: AN APPROXIMATION WITH FUZZY DECISSION SUPPORT SYSTEMS

摘要

The present paper proposes a model to evaluate B2C websites. It has been considered a set of dimensions that have influence in the evaluation according to the literature review and a study of reliability. Once validated the model, it makes use of fuzzy inference systems in order to eliminate the uncertainty associated with the decision-making process. As a result of this research, a model capable of designing a simple and intuitive knowledge base is obtained (experts and/or users) in the evaluation of B2C websites, thus obtaining a further optimization of the results obtained.