Evaluating and Recognizing the Effective Factors of Electronic Faithfulness in Companies Offering Electronic Services Using AHP Fuzzy Logic

Subject Areas : Industrial Management

Mahmood  Khorasany Kiasari ¹ (Assistant Professor, Department of Mathematics Yadegar Imam Khomeini Banch, ShahrRay,Islamic Azad University, Tehran, Iran)
Leila  Abdullah Zadeh Ramhormozi ² (Young Researchers Club, North Tehran Branch, Islamic Azad University, Tehran, Iran)
Fatemeh  Rahmani ³ (M.A student of e-commerce, Yadegar Imam Khomeini Banch, ShahrRay,Islamic Azad University, Tehran, Iran)

Received: 2016-04-21 Accepted : 2017-01-17 Published : 2017-01-23

Keywords:

Abstract :

The Internet has provided the infrastructural business platform for electronic commerce, such that statistics show the growing trend of internet shopping. Electronic commerce is one of the attractive applications in the virtual world which has resulted in a significant change in the business and customers relations and has absorbed a significant portion of the commercial interactions. Internet (online) shopping is one of the new shopping methods with a wide range of advantages. Currently, a lot of trading across the world are undertaken through this method, therefore correct recognition of the customer requirements and the online shopping that they do and quick responding to those needs is the key for business success and increasing customer loyalty. In order to evaluate the development of electronic loyalty for organizations or the online/electronic shopping service providers, this research will identify and evaluate the factors affecting customer loyalty in internet/online shopping and will assess the importance, weight and significance of each factor and ranks them through questionnaires and using AHP fuzzy logic decision making process. Using the results of the research, we will show that which index will be the most important factor in the creation of electronic customer loyalty.

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