Evaluation and Selection of E-commerce Service Quality Using Fuzzy AHP Method

Abstract

In the era of rapid technological development, people use information and communication technology to buy and / or sell goods and / or services via the internet. Based on a survey conducted by the Central Statistics Agency (BPS), it shows that of all data collection efforts, only 15.08% were e-commerce businesses. This shows that the business done via the internet in Indonesia is still low. This can be caused by several obstacles, one of which is customer satisfaction. Customer confidence will be built when customer needs and satisfaction are met through quality standards. So that customer satisfaction becomes an important parameter in building a sustainable business. This research was conducted to evaluate and select the quality of e-commerce services using Fuzzy AHP. Determination of criteria and weight of criteria is built based on expert consensus using the Delphi method. After that, the consistency calculation is carried out using the AHP method. In the FAHP method, the weight calculation for each alternative is assessed. In the FAHP method, the highest order of weight values is Tokopedia (0.3680), Bukalapak (0.3190), Shopee (0.1735) and Elevenia (0.1394).