An e-service quality assessment of house rental websites based on the Kano model and Multiple Criteria Decision Making method (MCDM) in Taiwan | Zendy

Hsu Chen Yi | Zendy; Shih Szu Ching | Zendy

Open Access

An e-service quality assessment of house rental websites based on the Kano model and Multiple Criteria Decision Making method (MCDM) in Taiwan

Author(s) -

Hsu Chen Yi,

Shih Szu Ching

Publication year - 2016

Publication title -

african journal of business management

Language(s) - English

Resource type - Journals

ISSN - 1993-8233

DOI - 10.5897/ajbm2016.8034

Subject(s) - kano model , renting , multiple criteria decision analysis , popularity , service (business) , quality (philosophy) , the internet , business , computer science , service quality , marketing , world wide web , operations research , engineering , psychology , social psychology , philosophy , civil engineering , epistemology

Amidst the advanced Internet and mounting popularity in network users, information transmission has become easily accessible to all. As a natural result, house leasehold websites have been mushrooming exactly like bamboo shoots after a spring rain. How can these websites better strengthen services to create more competitive edge? This is exactly the very motive behind the present study. According to the study results, it is concluded that (i) an electronic service quality (e-SQ) scale proposed by ZPM (2005) is highly applicable to the e-SQ assessment of house rental websites; (ii) the three criteria of greatest importance are contact, responsiveness and compensation, which all belong to restored dimensions; (iii) compared with DEMATEL graphics, Kano graphics can present a more authentic world and provide more precise information concerning decision making. Key words: ANP, e-service quality, house rental website, Kano model, multiple criteria decision making method (MCDM).

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