A Comprehensive Evaluation of User Experience on Chinese E-Commerce Platforms Based on the AHP-CRITIC-TOPSIS Model

With the rapid development of the e-commerce industry, user experience has become a key indicator of platform competitiveness. To better understand differences in user experience during online shopping, this study systematically evaluates major Chinese e-commerce platforms by constructing a comprehensive evaluation framework integrating the Analytic Hierarchy Process (AHP), the weighted CRITIC method, and the TOPSIS model. Semi-structured interviews and literature review were employed to identify key user experience dimensions, including functionality, interactive experience, usability, emotional experience, visual experience, social experience, and personalization. AHP was used to determine subjective weights, while CRITIC introduced objective adjustments to obtain comprehensive indicator weights. The TOPSIS model was then applied to evaluate and rank six mainstream e-commerce platforms. The results show that functionality (0.231) and interactive experience (0.217) are the primary factors influencing user satisfaction, whereas social experience (0.081) and personalization (0.055) play relatively minor roles. PDD and Tmall achieved higher overall performance, while other platforms still show weaknesses in functional efficiency and interaction design. Based on the proposed framework, this study further establishes a practical evaluation–optimization pathway: platforms can conduct periodic user experience assessments by continuously collecting user feedback, updating indicator weights through the AHP–CRITIC model, and reapplying TOPSIS for dynamic benchmarking. The updated results provide quantitative guidance for iterative optimization, particularly focusing on high-weight dimensions. This approach offers actionable support for improving user experience and maintaining long-term competitiveness and user loyalty in rapidly evolving e-commerce markets.