A Proposed Theoretical Framework for Assessing Quality of E-Commerce Systems

Abstract

Companies and institutions in the light of globalization and competitiveness are seeking to improve their services, particularly electronic access to excellence. With the tremendous growth in the global digital transactions, the entry of electronic commerce strongly in global business dealings under acceleration, heated competition in the provision of electronic services, the companies are keen on achieving the principle of comprehensive quality and special electronic sites and services on the Internet. Thus, those sites become electronic firms, so it must give good impression about the company from the outset. The significance of the study is that it addresses one of the vital issues of our time, which is the current enormous revolution in information technology and communications, it provides a framework to the quality of sites and electronic services are comprehensive, objective and flexible to reach the ideal site. The proposed framework can be used to compare the quality of E-Commerce systems, or to improve the image and performance of a particular E-Commerce systems or to provide reference guide for designers of the sites where their determination to new sites. This chapter examined and analyzed previous research studies that interrelated with the quality of sites and electronic services, and then developed an inclusive theoretical framework. This framework consisted of new indicators that are clear, measurable, and flexible to the possibility of its application on all sites and services, regardless of the nature of the company or institution. Consequently, the proposed framework can be applied easily to evaluate the quality of any system.