MULTI-CRITERIA DECISION-MAKING BASED APPROACHES IN WEBSITE QUALITY AND USABILITY EVALUATION: A SYSTEMATIC REVIEW

Websites are important in every organisation and tremendous effort is made to design websites that not only look and feel good, but are usable and of high quality. Nevertheless, one critical task is how to evaluate these websites to ensure that users are satisfied with its quality and usability. Although a variety of methods and approaches have been proposed, there is currently an increase in research efforts to model website quality and usability evaluation from the point of view of decision-makers which existing methods do not handle. Thus, this has led to the application of multi-criteria decision-making (MCDM) approaches in the evaluation of websites to handle complexity in decision-making. This paper, therefore, provides a review of the various MCDM methods that have been used in the usability and quality evaluation of websites. The search strategy which was adopted identified a total of 63 published articles in peer-reviewed journals and international conferences between 2005 and 2017. From the research questions formulated for the study, the papers were classified into various MCDM approaches, website genre, number and list of criteria used over the years and the localization of websites based on country. Some of the findings showed that the Analytical Hierarchy Process approach integrated with fuzzy logic has been the most common method over the years. In addition, e-commerce websites make up the most common website genre. Besides, currently most active websites are from Turkey and five is the average number of criteria for the evaluation of website quality and usability.