A Framework for Quality Management of E-commerce Websites

E-commerce is the future of the businesses of 21st Century. A relatively new demanding area to researchers and managers is implementation of quality management practice in E-commerce Applications. For evaluating the quality of the E-commerce application, an E-commerce Total Quality Management framework (E-TQMF) is proposed which takes into consideration the quality aspect both from the customer's and quality expert's perspective. Using a hierarchical relationship; the key quality metrics, quality attributes and sub-attributes from the user's and quality expert's perspective are measured. This hierarchical tree-relationship is utilized in two ways namely the bottom-up approach is used for measuring the overall quality of the system whereas the top-down approach allows the managers to drill down and identify weak quality attributes resulting in quality diagnosis and quality improvement.