Evaluating satisfaction level of grocery E-retailers using intuitionistic fuzzy TOPSIS and ECCSI model

Kumari Anshu, Loveleen Gaur, Deepak Khazanchi

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Scopus citations

Abstract

Online buying enables consumers to buy products and services straightaway from the retailers over the internet, with more or less no human interventions. Shoppers find merchandise of their choice, quality, price point by going to these websites of the retailers with just a click of the button. But, Is transparency and competitiveness in pricing and product quality enough for the customers to prefer one vendor over the other? Through this paper we would try to resolve this fuzzy state and try to find the vital aspects of major grocery retailers that are critical for satisfying the buyers. Also, how the competing retailers are utilizing these aspects to differentiate themselves in minds of the people and compete for their share in customer's wallet. In this paper study of the E-Commerce Customer Satisfaction Index (ECCSI) Model is done for understanding the aspects of online customer satisfaction and with the use of Intuitionistic Fuzzy TOPSIS tool different online retailers are studied to map them on the degree of satisfaction level they provide and accomplish their goal to establish themselves in the market place.

Original languageEnglish (US)
Title of host publication2017 International Conference on Infocom Technologies and Unmanned Systems
Subtitle of host publicationTrends and Future Directions, ICTUS 2017
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages276-284
Number of pages9
ISBN (Electronic)9781538605141
DOIs
StatePublished - Feb 7 2018
Event2017 International Conference on Infocom Technologies and Unmanned Systems, ICTUS 2017 - Dubai, United Arab Emirates
Duration: Dec 18 2017Dec 20 2017

Publication series

Name2017 International Conference on Infocom Technologies and Unmanned Systems: Trends and Future Directions, ICTUS 2017
Volume2018-January

Other

Other2017 International Conference on Infocom Technologies and Unmanned Systems, ICTUS 2017
CountryUnited Arab Emirates
CityDubai
Period12/18/1712/20/17

Keywords

  • E-Satisfaction
  • ECCSI Model
  • Grocery E-Retail
  • Intuitionistic Fuzzy TOPSIS
  • Online Shopping

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Computer Vision and Pattern Recognition
  • Hardware and Architecture
  • Information Systems
  • Information Systems and Management
  • Control and Optimization
  • Computer Science Applications

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    Anshu, K., Gaur, L., & Khazanchi, D. (2018). Evaluating satisfaction level of grocery E-retailers using intuitionistic fuzzy TOPSIS and ECCSI model. In 2017 International Conference on Infocom Technologies and Unmanned Systems: Trends and Future Directions, ICTUS 2017 (pp. 276-284). (2017 International Conference on Infocom Technologies and Unmanned Systems: Trends and Future Directions, ICTUS 2017; Vol. 2018-January). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICTUS.2017.8286019