전자상거래 서비스 품질 인증에 관한 연구

Abstract

An extensive literature review has been made in this paper to build the evaluation hierarchy structure for the certification of electronic commerce services. In building the evaluation hierarchy structure, major candidate evaluation factors are selected by bench marking the various certification practices, including the Malcolm Baldrige award, ISO9000, and BSC(balanced scorecard) techniques. This paper deployed principal component analysis and factor analysis techniques to develop a statistically solid and systematic evaluation model. The final evaluation model, as presented in this paper as a model for the certification of electronic commerce services, produces a numeric score on the 100% scale, which can be served as a metric for the certification decision. The AHP technique was used in converting the various qualitative and quantitative evaluation values into a single measure for the certification decision.