Evaluation of e-commerce service quality using the analytic hierarchy process

Recent developments in the fields of Internet and Information Technology have led to renewed interest extraordinary in electronic commerce in societies. Electronic commerce is supporting of customers, supplying of services and commodities, portion of business information, manages business transactions and maintaining of bond between suppliers, customers and vendors by devices of telecommunication networks. In the new global business companies and institutions providing merchandise and services, synchronously with evolution of the world in field of electronic commerce are in effect to change the logical and physical structure of their organization in this area. On the other hand, our world is changing day by day, demand of people are changing and increasing synchronously with it, and need to a reference, and resource of accurate information is a request of each society. One of the most developments in recent decades is in field of computer science especially in web designing. Web designing has many criteria and if designer does not sufficient attention to them, itiv is possible causes to a negative and inverse result. Today Internet is an inseparable part of our life and we doing majority of our works with it. Therefore, satisfying confidence of customers is a vital goal for producers and vendors. The majority customers searching their needs in famous engine searches because they do not like to spend them time. Hence, to have a strong website be update with new techniques and new developments is inevitable. In this paper, we discussed about the Electronic Commerce, designing of commercial websites and required techniques for this work. Analytic Hierarchy Process is a flexible, powerful and simple way to make decisions and can be used between the options in situations where opposite criteria makes it difficult to choose. It also solves all of the complexities by using focus on problems gradually. In fact it turns a multidimensional problem into a one-dimensional problem and they will became to understandable. In addition, this property can be used to combine and unify scattered opinions by regarding their importance. In this thesis, we do survey about E-Commerce and website designing and we analyzed the websites of six international shoes company by Expert Choice. Keywords: Electronic Commerce, Website Design, S e a r c h E n g i n e O p t i m i z a t i o n , Analytic Hierarchy Process, Customer, Vendo