This article provides a two-dimensional approach to webshops. Building a webshop was getting more and more popular during Covid-19. With the technological extension of 5G, e-commerce might gain market share. This study aims to determine if there is a huge gap between the user's exceptions and the developer’s experience. Based on the developer’s experience, marketers prefer price-effective, fast, and cliche-based solutions to enter the online market. In contrast, users want to use comfortable, reliable, and userfriendly platforms. The hypotheses are based on this anomaly, and the research seeks to reveal this by providing useful and practical solutions. The House of Quality (HoQ) model was used to gather, compare, and analyse the expectations of multiple stakeholders. The main goal was to identify the main features driving engagement and trust from the consumer’s point of view. The experts’ roles and the idea were also analysed as an essential pillar of the multiple stakeholders. The main variables were presented in the House of Quality (HoQ) model presented the main variables. The study begins with statistical reasoning of the topic’s relevance and continues with defining critical terms. After analysing focus groups and interview results, the data was entered into the HoQ model, and the dimensions were compared. Conclusions and business recommendations were drawn, such as the possible further directions of the research.