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Measuring customer satisfaction at a SaaS provider : a B2B perspective

Olde Klieverik, R.H. (2023) Measuring customer satisfaction at a SaaS provider : a B2B perspective.

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Abstract:Attention for customer churn and revenue churn percentages have increased the demand for more insights into customer satisfaction levels. The goal of this research is to create a framework for SaaS providers to measure customer satisfaction in a B2B environment. The survey framework is based on the SaaS-Qual model, which has been customised for the context of providing SaaS to security firms. The findings of the survey show that the customers are very satisfied with the provided services and that a SaaS provider can use the proposed survey framework to measure the level of customer satisfaction. This research's main contribution is that it provides the SaaS provider with a survey instrument to measure customer satisfaction that has been validated using multiple methods and is deemed useful by stakeholders in providing insights and enabling the organisation to improve their processes.
Item Type:Essay (Master)
SequriX, Enschede, Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:70 social sciences in general
Programme:Business Administration MSc (60644)
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