In this article an overview of the state‐of‐the‐art of Quality Function Deployment (QFD) in software development or also called software QFD is given. The differences between classic QFD in manufacturing industries and software QFD are described. Following that certain software‐specific...

In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments. The results indicate that the...

Recent supply chain literature are mainly concentrated on the quality of conventional supply chain information systems, the study on the e‐fulfillment has not been visibly noticeable. This paper uses factor analysis to determine four e‐fulfillment success factors: information quality,...

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers:...

Purpose – This paper aims to examine the role of e‐commerce in hospital pharmacy in the procurement of pharmaceuticals and determine how this has improved the internal pharmaceutical supply chain. Whilst e‐commerce is in its infancy in this area it is still considered to be an important...

Purpose – The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes. Design/methodology/approach – The data base for this study was obtained from a...

Purpose – The purpose of this paper is to show how QFD can be used as part of a structured planning and analysis framework for micro‐sized enterprises to build‐up their e‐business capabilities. Design/methodology/approach – This case study has been produced using a new framework which...

Purpose – This work seeks to contribute a series of reflections and conclusions in response to the following questions: what variables determine satisfaction in the pre‐sale phase and post‐sale phase of B2C electronic commerce? How are the variables of the pre‐sale phase related to those...

Purpose – The aim of this paper is to study reverse logistics network design in order to better facilitate the location of factories, online retailers, and the third party logistics in the context of e‐commerce. Design/methodology/approach – Drawing on types of third party collections of...

Purpose – The objective of this paper is to identify, analyze and discuss successful strategies and approaches taken by a small retailer with internet storefront in an emerging market economy. Design/methodology/approach – A case study is used to illustrate, how a small book retailer became...