Customer Satisfaction in E-Business
Hussa, Samuli (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120726530
https://urn.fi/URN:NBN:fi:amk-2020120726530
Tiivistelmä
This thesis was made for a Finnish online store Fitnest which sells recovery and sports products online.
The aim of the thesis was to find out the current level of customer satisfaction of Fitnest and how to increase it. The aim was to help the company to deepen understanding on which things constitute customer satisfaction. The company should ultimately have understanding the current level of customer satisfaction among their customers and learn which things could be improved.
Research method was quantitative research method. The materials for quantitative method was gathered by making a questionnaire for all the Fitnest private customers. Questionnaire was made by using Google Forms platform.
Theoretical part of thesis focuses on customer satisfaction in an online platform. It includes basics of e-business, customer satisfaction and measuring techniques, basics of features of an online store and knowledge about online store marketing channels.
The results gave an insight on the current situation at Fitnest online store. The results revealed that most of the customers were satisfied with the overall experience at Fitnest. Customers were expecting wider product range and more content on the page. The results stated that customers were pleased with the usability and payment methods of the site, pictures, blogs and customer service. Quality of the products for the main products was considered good.
The aim of the thesis was to find out the current level of customer satisfaction of Fitnest and how to increase it. The aim was to help the company to deepen understanding on which things constitute customer satisfaction. The company should ultimately have understanding the current level of customer satisfaction among their customers and learn which things could be improved.
Research method was quantitative research method. The materials for quantitative method was gathered by making a questionnaire for all the Fitnest private customers. Questionnaire was made by using Google Forms platform.
Theoretical part of thesis focuses on customer satisfaction in an online platform. It includes basics of e-business, customer satisfaction and measuring techniques, basics of features of an online store and knowledge about online store marketing channels.
The results gave an insight on the current situation at Fitnest online store. The results revealed that most of the customers were satisfied with the overall experience at Fitnest. Customers were expecting wider product range and more content on the page. The results stated that customers were pleased with the usability and payment methods of the site, pictures, blogs and customer service. Quality of the products for the main products was considered good.