Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method.

This paper aims to propose an approach to evaluate the quality of online shopping services in times of pandemic COVID-19, from the ordering of quality attributes taking into account customers' perception. The proposed approach was developed from a structured questionnaire containing 25 quality attributes adapted from the E-S-QUAL model and applied to consumers of online shopping services. Fuzzy set theory was used in the approach to simplify the subjectivity of human judgment, along with the extension of Technique for Order Performance by Similarity to Ideal Solution (TOPSIS).