Customer Service Satisfaction Survey of e-Commerce Sites in Finland
Howlader, Md. Mizanur Rahman (2015)
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023122239014
https://urn.fi/URN:NBN:fi:amk-2023122239014
Tiivistelmä
Customer service satisfaction is something which has not been researched enough from an e-commerce perspective. Because increasing number of people are purchasing online, it is very important to ensure the customer service satisfaction in order to sustain and improve the sales and profitability.
In the last five years, e-commerce in Finland has grown by twenty percent. The purpose of this thesis is to understand the customer service satisfaction in Finnish online stores and identify the areas of improvement. After the theoretical analysis of key topics, a qualitative survey was carried out to understand the current state of customer satisfaction and room for improvement.
According to the survey, customers are generally satisfied with their online purchasing experience. However there are some issues regarding the customer service experience and dispute resolution that can be helpful for the e-commerce site owners in order to improve the overall customer service satisfaction.
In the last five years, e-commerce in Finland has grown by twenty percent. The purpose of this thesis is to understand the customer service satisfaction in Finnish online stores and identify the areas of improvement. After the theoretical analysis of key topics, a qualitative survey was carried out to understand the current state of customer satisfaction and room for improvement.
According to the survey, customers are generally satisfied with their online purchasing experience. However there are some issues regarding the customer service experience and dispute resolution that can be helpful for the e-commerce site owners in order to improve the overall customer service satisfaction.
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