The effective appraisal of Information Service Providers (ISP) is a critical issue since it critically affects enterprises' decisions on the eventual selection of an appropriate ISP. This study is designed to support those decisions, and it begins by proposing a hierarchy structure for the problems involved in appraising the ISPs. Then, based on the hierarchy structure, both additive (analytic hierarchy process, AHP) and non-additive (fuzzy measure and fuzzy integral) multiple criteria decision-making (MCDM) methods are applied. The results of AHP show that the first three most important dimensions are: 1. performance of information systems, 2. awareness of and response to customer requirements, and 3. performance of networking. Detailed investigation of each criterion indicates that data security and user privacy protection, the maintenance of normal IS operations, rapid resolution of customer problems and stable networking with increasing speed are the more important criteria.
Journal of Global Information Technology Management, 6(1), 8-30