Application of TQM in Resolving e-Commerce Challenges


  • NMIMS (Deemed University), Faculty of Operations Management and Research and Marketing and Operations Management, Mumbai, India


e-Commerce is facing a number of challenges today. Although, the future of retailing in India lies in e-Commerce, its current penetration is not encouraging. The giants and the pioneers in e-Commerce are struggling today with a number of issues. These issues and many other challenges can be resolved with the help of the doctrine of TQM. The study addresses to various quality issues of the web sites which are neglected to fulfill the requirements of the customers, and propose Total Quality Management (TQM) implementation as the best solution to sort out the issues.


TQM, e-Commerce, Penetration, Security, Internet Users and Consumers.

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