Evaluating the Enhancement of Corporate Social Responsibility Websites Quality Based on a New Hybrid MADM Model

Abstract

Corporations would utilize advanced information technologies for generating corporate social responsibility (CSR) reports and communicating with their stakeholders. However, corporations often could not determine whether their CSR websites are capable of effective communication with the stakeholders. The purpose of this study would be to analyze websites of benchmark companies for establishing an evaluation model to be a reference for CSR website design. Information from expert interviews carried out in this study underwent DEMATEL method for analyzing the mutual relationships between the quality criteria and dimensions of CSR websites. DANP was then used to calculate the weight of each criterion. Finally, we would make use VIKOR method to prioritize the performance CSR website satisfaction. The following provides the recommended improvement priorities according to results of the expert interviews: service quality (C) followed by information quality (B) followed by technical quality (A).