QUALITY MANAGEMENT IN ELECTRONIC COMMERCE INFORMATION SYSTEMS

Abstract

Today the rapid development of information technology has a major impact on the global economy, which contributes to the development of the e-commerce sector. The benefits of using internet are attracting more and more participants who want to take advantage of the new opportunities for business promotion, to improve the quality and sustainable development of trade services. In today's competitive environment, developing and implementing a quality system in the work process becomes one of the competitive advantages of companies, as the modern consumer has become more demanding and selective. Therefore, in order to ensure effective control and organization of the work process in the company, it is necessary to develop a system that accurately describes the processes in the company and promotes the employees' full action in the accomplishment of the assigned tasks and achievement of the goals. This study examines e-commerce quality issues such as website content and design, technology infrastructure and security. The introduction of a standard ISO / IEC 9126 quality assessment model for e-commerce service analysis is also discussed. Based on the available literature, the aim of the study is to provide a theoretical insight into quality management in the context of e-commerce and to explain why quality management principles are important for the development of the e-commerce industry.