Electronic Service Risk Pattern and Ranking by Using Fuzzy TOPSIS Technique

Todays, everyone witnesses the influence and expansion of using information technology in delivering various services. Despite the expansion of using the above-mentioned services, there are still some risks to using such services. Thus, identifying such risks and adopting the necessary strategies to them are highly beneficial. As a result, the present study aimed to identify and rank the risks in the field of electronic service with an emphasis on information and communication technology offices. Thus, the research objective was realized using the mixed research method. In the qualitative phase of the study, the library method and semi-structured interviews were used for identifying the electronic service risk pattern and in the quantitative phase, a researcher-made questionnaire was used as a data collection tool and the fuzzy TOPSIS test was used for ranking the risks identified during the first phase. The results indicated that electronic service risks are divided into four main categories such as organizational factors, operational factors, environmental factors, and technological factors. Among the identified risks, environmental factors have the highest risk, followed by operational factors, organizational factors, and technological factors. Using the results of the study, it can be expected that electronic service providers, managers, and government sectors are expected to focus their efforts on reducing the relevant risks through a proper understanding of the types of risks, considering the significance of each risk and making decisions on planning the services. The result is an increase in the quality of electronic service and customer satisfaction.