Providing high-quality service to all users is adifficult and inefficient strategy for e-commerce providers,especially when Web servers experience overload condi-tions that cause increased response time and requestrejections, leading to user frustration and reduced revenue.In an e-commerce system, customer Web sessions havediffering values for service providers. These tend to: givepreference to customer Web sessions that are likely tobring more profit by providing better service quality. Thispaper proposes a reinforcement-learning based adaptivee-commerce system model that adapts the service qualitylevel for different Web sessions within the customer’snavigation in order to maximize total profit. The e-com-merce system is considered as an electronic supply chainwhich includes a network of basic e- providers used tosupply e-commerce services for end customers. The learneragent noted as e-commerce supply chain manager(ECSCM) agent allocates a service quality level to thecustomer’s request based on his/her navigation pattern inthe e-commerce Website and selects an optimized combi-nation of service providers to respond to the customer’srequest. To evaluate the proposed model, a multi agentframework composed of three agent types, the ECSCMagent, customer agent (buyer/browser) and service provideragent, is employed. Experimental results show that theproposed model improves total profits through costreduction and revenue enhancement simultaneously andencourages customers to purchase from the Websitethrough service quality adaptation.
Hashemi Golpayegani, S. Alireza and Ghavamipoor, Hoda
"A Reinforcement Learning Based Model for Adaptive ServiceQuality Management in E-Commerce Websites,"
Business & Information Systems Engineering:
Vol. 62: Iss. 2, 15*-177.
Available at: https://aisel.aisnet.org/bise/vol62/iss2/6