Abstract
Websites are important in every organisation and tremendous effort is made to design websites that not only look and feel good, but are usable and of high quality. Nevertheless, one critical task is how to evaluate these websites to ensure that users are satisfied with its quality and usability. Although a variety of methods and approaches have been proposed, there is currently an increase in research efforts to model website quality and usability evaluation from the point of view of decision-makers which existing methods do not handle. Thus, this has led to the application of multi-criteria decision-making (MCDM) approaches in the evaluation of websites to handle complexity in decision-making. This paper, therefore, provides a review of the various MCDM methods that have been used in the usability and quality evaluation of websites. The search strategy which was adopted identified a total of 63 published articles in peer-reviewed journals and international conferences between 2005 and 2017. From the research questions formulated for the study, the papers were classified into various MCDM approaches, website genre, number and list of criteria used over the years and the localization of websites based on country. Some of the findings showed that the Analytical Hierarchy Process approach integrated with fuzzy logic has been the most common method over the years. In addition, e-commerce websites make up the most common website genre. Besides, currently most active websites are from Turkey and five is the average number of criteria for the evaluation of website quality and usability.
Highlights
A common platform for information searching by numerous users is through websites and its evaluation has attracted the attention of various practitioners and researchers worldwide
To guide in the search and presentation of the results, this article attempts to answer the following research questions: RQ1 : What is the number of studies undertaken in the evaluation of website quality and usability using the multiple-criteria decision-making (MCDM) approach over the years? RQ2 : What is the genre of website(s) which most commonly apply MCDM
RQ1: What is the number of studies undertaken in the evaluation of website quality and usability using the MCDM approach over the years? Figure 3 provides information about frequency distribution by publication rate based on the number of articles per year
Summary
A common platform for information searching by numerous users is through websites and its evaluation has attracted the attention of various practitioners and researchers worldwide. Website usability can be carried out using a variety of methods These are categorized as expert-based method, user and tool-based methods, soft computing based methods, analytical modelling based method and multiple-criteria decision-making (MCDM) based methods (Adepoju et al, 2018a; Fernandez, Insfran, & Abrahão, 2011; Nagpal, Mehrotra, & Bhatia, 2017). Among these methods, MCDM is gaining popularity and attracting researchers’ attention of late
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