Insights into B2C E-Commerce Quality Using ISO 25010

This paper introduces an innovative Software Quality Assurance framework tailored for B2C e-commerce systems, seamlessly integrating software quality with business objectives. Drawing from elements of the ISO 25000 series and ISO 20000 standards, this framework specifically addresses challenges inherent to e-commerce. By establishing business-relevant KPIs, the framework ensures that ongoing improvement initiatives resonate with the company’s strategic goals. Additionally, the paper presents a Dynamic Bayesian Network model as a hands-on tool for implementing the framework within e-commerce organisations.