This thesis explores the concept of customer satisfaction with a web portal in the business to business market, based on a case study of a selected company.
In the first part, the concept of satisfaction is explored through multiple dimensions (expectations, service quality, loyalty), the influencing factors are defined, and the positive and negative consequences of dissatisfaction are identified through the prism of the modern, customer-focused, market. In the second part, customer satisfaction regarding the use of web portals and online communication in the business-to-business market is defined, and key theoretical foundations for conducting empirical research are derived. The research is based on assessing business customer satisfaction with the selected company’s web portal. The aim of the thesis is to explore customer satisfaction with the web portal, as the company has not conducted such a survey since the portal’s implementation.
It has been established that the quality and quantity of content, visual design, accessibility, (page) navigation and ease of use are all important attributes, allowing the user to access relevant information helpful for the improvement of business. However, only overall service quality can be directly linked to customer satisfaction. Concurrently, it has been found that respondents, despite the positive qualities and usefulness of digital tools and online platforms, still consider personal interaction to be important.
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