African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4131

Full Length Research Paper

An e-service quality assessment of house rental websites based on the Kano model and Multiple Criteria Decision Making method (MCDM) in Taiwan

Chen-Yi Hsu*
  • Chen-Yi Hsu*
  • Department of International Business, Kainan University, Taoyuan, 33857, Republic of China.
  • Google Scholar
Szu-Ching Shih
  • Szu-Ching Shih
  • Department of International Business, Kainan University, Taoyuan, 33857, Republic of China.
  • Google Scholar


  •  Received: 24 February 2016
  •  Accepted: 31 May 2016
  •  Published: 28 July 2016

Abstract

Amidst the advanced Internet and mounting popularity in network users, information transmission has become easily accessible to all. As a natural result, house leasehold websites have been mushrooming exactly like bamboo shoots after a spring rain. How can these websites better strengthen services to create more competitive edge? This is exactly the very motive behind the present study. According to the study results, it is concluded that (i) an electronic service quality (e-SQ) scale proposed by ZPM (2005) is highly applicable to the e-SQ assessment of house rental websites; (ii) the three criteria of greatest importance are contact, responsiveness and compensation, which all belong to restored dimensions; (iii) compared with DEMATEL graphics, Kano graphics can present a more authentic world and provide more precise information concerning decision making.

Key words: ANP, e-service quality, house rental website, Kano model, multiple criteria decision making method (MCDM).