Academic journal article Journal of Management Research

An Agile Model for Assessing Quality of E-Commerce Systems in Small and Medium Enterprises (SMEs) in Jordan

Academic journal article Journal of Management Research

An Agile Model for Assessing Quality of E-Commerce Systems in Small and Medium Enterprises (SMEs) in Jordan

Article excerpt


The significance of the study is that it addresses one of the vital issues of our time, it provides a model to evaluate the quality of e-commerce systems and electronic services are comprehensive, objective and flexible to reach the ideal model. The proposed model 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.

To achieve the objectives of this study the researcher depended on two types of data: Secondary data: included reference books, periodicals and studies on the Internet. Primary data: included questionnaire designed for this purpose and was distributed over a sample study. For the purpose of testing hypotheses the study relied on statistical package for Social Sciences (SPSS) by using appropriate statistical methods. These are: Descriptive Statistic measures and Anova analysis test

Results of the study showed that there is an impact of technical attributes, managerial attributes, and human interface attributes on the performance and quality of e-commerce systems. According to the objectives and results of the study, researcher recommended a several recommendations such as, determine what the most effective means are to educate, inform, and motivate the Presidents, Owners, and managers of SMEs to take a proactive stance with regard to use and evaluate e-commerce system for business solutions

Keywords: Quality of E-commerce Systems, Technical attributes, Managerial attributes, Human interface attributes, Service quality, System transaction, System design


Past years have seen widespread of the Internet, huge number of websites and attendant dissemination of vast quantities of information, so we are suffering from a new phenomenon inflation information, and many sites without attention to quality and their services (Sean Quan Lau, 2006). The number of sites has grown since the start of first electronic trading mid-nineties of the last century. This explosion of knowledge of the number of sites led to the need for standards to ensure the quality of e-commerce systems and the services they offer. The main objective behind this number of sites is the continuous improvement of the performance of companies and the level of services they provide to the customers in the world of knowledge and the digital economy. The company's electronic site on the Internet, has a major impact on the company's performance, it has become in the world of e-business the core of the work of the companies and institutions that adopt the principle of electronic services. Therefore, firms and institutions are eager to make their best picture of the highest quality, with the aim of improving service, which contributes to the rosy picture given by the company will be reflected positively on its Performance.

E-commerce is considered an excellent alternative for companies to reach new customers. However, many e-commerce websites have a short life because they don't meet the minimal software quality requirements (Albuquerque and et al 2002). The tendency of major companies towards electronic commerce over the last decade, and the tremendous growth in the volume of electronic commerce based on the principle of electronic services, has led to concern in recent years the quality of e-commerce systems and the services they offer.

Ensuring the quality of e-commerce systems is not easy, standards which can determine that vary according to location and the nature of services provided. On this basis, we find many of the studies of the quality improvement websites on the service provided. Some researchers have gone to evaluate the quality of web sites for business and commercial companies, while others went to evaluate the quality of web sites for e-government sites (Ma and Zaphiris,2003, Choudrie et al 2004), while the others evaluated quality of banks and financial companies, as a number of researchers evaluated the quality of universities and educational institutions sites (singh and Sook, 2002). …

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