Document Type



This paper examines current trends and selected quality aspects of business to consumer (B2C) E-commerce. As Web sales increase, E-merchants collect more and more data about customer profiles and product preferences that they sell to third parties. We examine how the customers feel about the loss of privacy. In order to succeed on the Internet a company must identify and meet customer preferences better than its competitors. We examine the expectations and the frustrations of customers doing business on-line. Finally, we use several real world situations to discuss risks of alienating the traditional distribution channels by selling directly to the customer on the Internet.