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Research of Service Quality Evaluation in M-commerce Based on Linguistic Assessment Information
Received date: 2016-10-19
Revised date: 2017-01-13
Online published: 2017-02-20
[Purpose/significance] Due to the non-objectivity of existing evaluation indexes of mobile e-commerce service quality,this paper focuses on the model and method of evaluating service quality under mobile e-commerce environment to provide a reference for consumers to choose e-commerce service and provide suggestions for enterprises to improve service quality.[Method/process] This paper introducesthe processing method of language evaluation information in group decision-making theory. Firstly, seven granularityphraseevaluation information is transformed into triangular fuzzy numbers, and thenlanguagephraseevaluation information given by customers arecollected, and the quality evaluation value of each evaluation index are calculated.Finally,the similarity between the evaluation value and the triangular fuzzy numberiscalculated, and the language phrase with the highest similarity is the corresponding grade of service quality evaluation.[Result/conclusion] Results of Taobao service quality research show that, the service quality evaluation in mobile commerce based on linguistic assessment information is scientific and effective.
Wang Weijun , Tang Lu , Hou Yinxiu , Zhang Tingting . Research of Service Quality Evaluation in M-commerce Based on Linguistic Assessment Information[J]. Library and Information Service, 2017 , 61(4) : 83 -89 . DOI: 10.13266/j.issn.0252-3116.2017.04.011
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