University of Twente Student Theses
Understanding Loyalty in B2B E-commerce SaaS Relationships via the Influence of Satisfaction and Trust Empirical insights from 33 SaaS-using firms.
Zaltbommel, Anthony van (2023) Understanding Loyalty in B2B E-commerce SaaS Relationships via the Influence of Satisfaction and Trust Empirical insights from 33 SaaS-using firms.
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| Abstract: | In the fiercely competitive landscape of e-commerce software, maintaining customer loyalty is a critical challenge for SaaS providers like FactFinder. This study aims to establish a framework for understanding the key determinants of B2B e-commerce relationships, focusing on factors influencing customer satisfaction and trust. Through a systematic literature review and a survey among 42 customers, the study identified significant influences, emphasizing the importance of service quality, ease of use, and perceived value. The results underscore the role of satisfaction in driving loyalty, with trust being influenced by service quality and perceived value. Notably, the findings stress the vital role of reliability and alignment in customer satisfaction within the SaaS context. The study provides FactFinder with insights into fostering sustainable customer loyalty, offering valuable implications for SaaS providers, emphasizing the significance of trust and satisfaction in the intricate dynamics of customer relationships within the SaaS industry. |
| Item Type: | Essay (Master) |
| Clients: | FactFinder, Almelo, Nederland |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/97531 |
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