Customer Standpoints in Establishing an E-commerce: Case MyCashflow
Nuulamo, Minna (2020)
Nuulamo, Minna
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061118349
https://urn.fi/URN:NBN:fi:amk-2020061118349
Tiivistelmä
The commissioning party of this thesis was Pulse247. Pulse247 is a provider of MyCashflow – e-commerce platform which is extensively used by over 1500 companies today. The company is willing to provide an easy to use online store platform for all business models.
The aim of this Bachelor’s thesis was to provide Pulse247 information on how the customers experience the establishment process of an online store and present suggestions to improve the customer journey and customer satisfaction. The e-commerce industry is developed continuously and there are several competitors. These cases emphasize the importance of investing in customer service. The content of this research includes responses to a half structured questionnaire from new e-commerce sellers and its objective was to inform the client about positive and negative experiences from the customer when he/she uses the online store.
The data was collected by interviewing customers on the phone. They participated voluntarily in the survey. All the interviews were performed in Finnish. The responses were given anonymously and listed in a numerical order. The content of the data is described in the thesis outright and the main issues found are developed to improvement suggestions for the client.
As the industry of e-commerce and e-marketing changes all the time, this research may not be useful in the future in every way, but it contains also basic information on the industry. The information can be utilized in some consideration hereafter.
The aim of this Bachelor’s thesis was to provide Pulse247 information on how the customers experience the establishment process of an online store and present suggestions to improve the customer journey and customer satisfaction. The e-commerce industry is developed continuously and there are several competitors. These cases emphasize the importance of investing in customer service. The content of this research includes responses to a half structured questionnaire from new e-commerce sellers and its objective was to inform the client about positive and negative experiences from the customer when he/she uses the online store.
The data was collected by interviewing customers on the phone. They participated voluntarily in the survey. All the interviews were performed in Finnish. The responses were given anonymously and listed in a numerical order. The content of the data is described in the thesis outright and the main issues found are developed to improvement suggestions for the client.
As the industry of e-commerce and e-marketing changes all the time, this research may not be useful in the future in every way, but it contains also basic information on the industry. The information can be utilized in some consideration hereafter.