Using Fuzzy Delphi and Generalized Fuzzy TOPSIS to Evaluate Technological Service Flexibility Dimensions of Internet Malls

The expanding development of technology and availability of the Internet is leading a consumer shift from offline to online activity. This shifting behaviour shows positive signs for the growth of the e-commerce market but also increases the challenges for the online service provider to provide satisfaction and loyalty to consumers when there is no personal interaction between buyer and seller. In these circumstances, quality, in terms of...