Organizations have still not realized the full potential of e-commerce. One factor that is likely to influence the further adoption of e-commerce is the quality of the e-commerce system as system quality impacts user satisfaction and hence use of the system. However, in order to improve the quality of any systems, one first needs to identify measures to assess quality. Although other researchers have recognized the need for such measures, they have primarily focused on a single specific aspect of e-commerce systems, typically the user interface. In this paper we identify the key components of e-commerce systems and synthesize existing research related to quality of these components to arrive at a comprehensive list of quality dimensions, which in turn provide measures to assess the quality of e-commerce systems.
Rao, Lila; Bryson, Noel (Kweku-Muata); and Reichgelt, Han, "Quality Dimensions for B2C E-Commerce" (2008). ICEB 2008 Proceedings (Hawaii, Waikoloa, Big Island). 28.