An approach to evaluating the quality of websites based on the weighted sum preferred levels of performances method

Abstract

Measuring the quality of a website is important for companies in order to maintain their competitiveness. This manuscript intends to present a new multiple criteria decision-making approach devoted to the evaluation of the quality of websites from the viewpoint of their visitors. The proposed approach uses gaps between expectations and perceptions similar to the well-known SERVQUAL methodology. The proposed approach is also based on the use of the Weighted Sum Preferred Levels of Performances (WS PLP) approach and the proven smaller set of criteria, which enables the forming of less complex questionnaires, and as such, it should enable us to more easily collect the real attitudes of surveyed website visitors. The usability and efficiency of the proposed approach are considered in the case study devoted to the evaluation of the websites of three telecommunication companies in Serbia.