Evaluating government websites based on a fuzzy multiple criteria decision-making approach

Bueyuekoezkan G., Ruan D.

INTERNATIONAL JOURNAL OF UNCERTAINTY FUZZINESS AND KNOWLEDGE-BASED SYSTEMS, vol.15, no.3, pp.321-343, 2007 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 15 Issue: 3
  • Publication Date: 2007
  • Doi Number: 10.1142/s0218488507004704
  • Journal Name: INTERNATIONAL JOURNAL OF UNCERTAINTY FUZZINESS AND KNOWLEDGE-BASED SYSTEMS
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Page Numbers: pp.321-343
  • Keywords: website quality, MCDM, fuzzy AHP, fuzzy TOPSIS, government websites, EXTENT ANALYSIS METHOD, ELECTRONIC GOVERNMENT, SERVICE QUALITY, DELPHI METHOD, WEB SITES, FRAMEWORK, MODEL, PERCEPTIONS, SELECTION, TOPSIS
  • Galatasaray University Affiliated: Yes

Abstract

This paper presents a framework of website quality evaluation for measuring the performance of government websites. Multiple criteria decision-making (MCDM) is a widely used tool for evaluating and ranking problems containing multiple, usually conflicting criteria. In line with the multi-dimensional characteristics of website quality, MCDM provides an effective framework for an inter-websites comparison involving the evaluation of multiple attributes. It thus ranks different websites compared in terms of their overall performance. This paper models the inter-website comparison problem as an MCDM problem, and presents a practical and selective approach to deal with it. In addition, fuzzy logic is applied to the subjectivity and vagueness in the assessment process. The proposed framework is effectively illustrated to rate Turkish government websites.