A Framework for the Quality Evaluation of B2C M-Commerce Services

Abstract

Business to consumer m-commerce services are here to stay. Their specifics, as software artifacts, indicate that they are primarily and most importantly user-driven; as such user perceived quality assessment should be an integral part of their design process. Mobile design processes still lack a formal and systematic quality control method. This paper explores m-commerce quality attributes using the external quality characteristics of the ISO9126 software quality standard. The goal is to provide a quality map of a B2C m-commerce system in order to facilitate more accurate and detailed quality evaluation. The result is a new evaluation framework based on decomposition of m-commerce services to three distinct user-software interaction patterns and mapping to ISO9126 quality characteristics.