Assessment of Quality of Service of Virtual Knowledge Communities

An assessment method for the quality of service (QoS) of virtual knowledge communities (VKC) is proposed based on fuzzy theory and analytic hierarchy process (AHP). The QoS is evaluated in terms of Website design, reliability, responsiveness, trust,personalization, and information quality. The cognitive QoS and the QoS evaluated by assessors are compared to analyze which QoS of the VKC should be improved urgently and which indicators keep leading positions, and to assist administrators of the VKC on measuring and understanding current status and implementation effect of the QoS.