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It has given a tremendous structural boost to e\u2010commerce enterprises by forcing customers to online shopping over visiting physical stores. Moreover, customer expectations of the digital and operational capabilities of e\u2010commerce firms are also increasing globally. Thus, it has become crucial for an e\u2010commerce enterprise to reassess and realign its business practices to meet evolving customer needs and remain sustainable. This paper presents a comprehensive performance evaluation framework for e\u2010commerce enterprises based on evolving customer expectations due to the COVID\u201019 pandemic. The framework comprises seven primary criteria, which are further divided into 25 sub\u2010criteria, including two sustainability factors, namely, environmental sustainability and carbon emissions. The evaluation approach is then practically demonstrated by analyzing the case of three Indian e\u2010commerce firms. The results are obtained using a multi\u2010criteria decision\u2010making (MCDM) method, namely, Fuzzy VIKOR, to capture the fuzziness of the inherent decision\u2010making problem. Further, numerical analysis is conducted to evaluate and rank various e\u2010commerce enterprises based on customer expectations and satisfaction benchmarks. The findings explain the most important criteria and sub\u2010criteria for e\u2010commerce businesses to ensure customer expectations along with their economic and environmental sustainability.<\/jats:p>","DOI":"10.1002\/bse.3172","type":"journal-article","created":{"date-parts":[[2022,6,24]],"date-time":"2022-06-24T08:08:43Z","timestamp":1656058123000},"page":"736-752","update-policy":"https:\/\/doi.org\/10.1002\/crossmark_policy","source":"Crossref","is-referenced-by-count":32,"title":["Benchmarking sustainable E\u2010commerce enterprises based on evolving customer expectations amidst COVID\u201019 pandemic"],"prefix":"10.1002","volume":"32","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-2579-7859","authenticated-orcid":false,"given":"Saurabh","family":"Pratap","sequence":"first","affiliation":[{"name":"Department of Mechanical Engineering Indian Institute of Technology (BHU)  Varanasi Uttar Pradesh India"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Sunil Kumar","family":"Jauhar","sequence":"additional","affiliation":[{"name":"Operations Management &amp; Decision sciences Indian Institute of Management  Kashipur Uttarakhand India"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-2739-5607","authenticated-orcid":false,"given":"Yash","family":"Daultani","sequence":"additional","affiliation":[{"name":"Operations Management Group Indian Institute of Management  Lucknow Uttar Pradesh India"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9523-179X","authenticated-orcid":false,"given":"Sanjoy Kumar","family":"Paul","sequence":"additional","affiliation":[{"name":"UTS Business School University of Technology Sydney  Sydney Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"311","published-online":{"date-parts":[[2022,6,24]]},"reference":[{"key":"e_1_2_10_2_1","unstructured":"Anamika S. 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