The system quality metrics for e-commerce shown in Table 1 are primarily the metrics that have been used in IS research for the last two decades. The key measures of system quality are still usefulness, usability, responsiveness, reli- ability, and flexibility. Some of the functionality item measures, such as versionablity, are likely to differ in the e-commerce environment. What is dif- ferent is the relative importance of the system-quality measures. When the us- ers are customers as opposed to employees, their use is typically volitional, and this means that poor usability, usefulness, or responsiveness can discourage customer usage of an e-commerce system. Expected benefits are unlikely to be