How does customer satisfaction impact the performance of an e-commerce company?
Spurer, Elisa; Legentil, Leonie (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023061023392
https://urn.fi/URN:NBN:fi:amk-2023061023392
Tiivistelmä
Customer satisfaction stems from the match between customer expectations and the perceived performance of the service or product offered. It can be defined as a consumer's state of contentment following the purchase of a product or service. This thesis aims to discover the concept of customer satisfaction, the impact it has on French E-Commerce and to understand the consequences of the latter, in the context of E-commerce.
The aim of this thesis is to determine the factors and consequences of customer satisfaction on the well-being and future of French e-commerce, as well as the techniques that can be used to increase the satisfaction rate and evaluate it, by conducting a qualitative research method with interviews, as well as a quantitative method to obtain the customer's point of view. The results of this research will contribute to understanding consumer attitudes and the impact this can have on sales and company figures. The findings may be useful to E-commerce professionals in all fields who sorely need positive feedback to thrive, and who wish to explore new ways of engaging with customers. The thesis is also aimed at anyone or any type of organization wishing to learn more about the impact that customer satisfaction has on business results.
The findings of the thesis bring together new solutions that can be used to improve satisfaction, enabling companies to increase the number of sales and drive future sales. The thesis also finds out how data can be used in the French E-commerce industry.
The aim of this thesis is to determine the factors and consequences of customer satisfaction on the well-being and future of French e-commerce, as well as the techniques that can be used to increase the satisfaction rate and evaluate it, by conducting a qualitative research method with interviews, as well as a quantitative method to obtain the customer's point of view. The results of this research will contribute to understanding consumer attitudes and the impact this can have on sales and company figures. The findings may be useful to E-commerce professionals in all fields who sorely need positive feedback to thrive, and who wish to explore new ways of engaging with customers. The thesis is also aimed at anyone or any type of organization wishing to learn more about the impact that customer satisfaction has on business results.
The findings of the thesis bring together new solutions that can be used to improve satisfaction, enabling companies to increase the number of sales and drive future sales. The thesis also finds out how data can be used in the French E-commerce industry.