Purpose – Previous empirical research into the performance measurement of exemplary e‐businesses has pointed to a lack of progress in developing distinctive performance metrics for e‐business and a failure to adopt best practice in performance management. The objective of this paper is to...

Purpose – The motivation for this paper arises from the evolution of the e‐commerce which has provided new means for retailers to serve customers. Pure e‐tailers and clicks‐and‐mortars are two business models of this new paradigm. It aims to study the particularities of pure e‐tailer...

Purpose – This paper reports on the research conducted into the adaptations Canadian public sector auditors have made to the emergence of e‐commerce and e‐business in the delivery of public services. Design/methodology/approach – A comprehensive review of the literature was completed as...

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...