On the Factors of Successful e-Commerce Platform Design during and after COVID-19 Pandemic Using Extended Fuzzy AHP Method

The ongoing COVID-19 pandemic has caused a paradigm shift in all aspects of contemporary human life. Everyday activities such as shopping have shifted from traditional methods to the ever-more growing online variants, allowing for an increase electronic commerce (e-commerce) industry. As more services become available online, consumers often rely on trusted services, which are reflected web and mobile platforms they presented on. In this paper, we study factors successful e-commerce platform design Western Balkans region using Fuzzy Analytical Hierarchy Process (FAHP) with triangular fuzzy numbers. After extensive literature overview, interviews representatives top-ranking companies region, analysis experts’ opinions, select number sub-factors prioritization, taking into account pre-pandemic factors, well ones itself. We extend FAHP model, now consists five (instead three) points view. Finally, present discuss results form tables graphs, overall recommendation what should be taken when designing platform. Our rank service quality security first criteria multilingual support last.