Electronic commerce systems’ quality assessment

Quality of electronic commerce systems is the main object of this doctoral dissertation. E commerce systems are specific and develop fast, so it is difficult to choose an appropriate method of its quality evaluation, which would be flexible enough. Nevertheless, the creation of such evaluation tool is necessary because the quality of e-commerce system determines the competitive abilities of business on the global market, which influence economy considerably. It is important for e-commerce systems’ developers, owner, as well as final customer. However, the lack of the literature on the e-commerce systems quality evaluation does not allow to percept and colligate the structure of this object, the methods and criteria of its quality evaluation. Therefore, aim of work was to create the model of e-commerce systems’ quality assessment, which would be flexible and adaptable to the dynamic market changes. In this dissertation such model were formed and presented. The first part of dissertation reveals the theoretical understanding of e-commerce and of quality in e-commerce context, as well as existing quality assessment models, which could be applied for e-commerce systems. In the second part – the methodology and the results of author’s surveys (literature conceptual analysis, experts’ and customers’ opinion surveys) are presented. The third part describes the creation of e-commerce systems’ quality model and its validation