Evaluating customer satisfaction in digital services companies: challenges and opportunities

Abstract

This study investigates the factors that influence customer satisfaction in the dynamic landscape of digital service companies. The research addresses the growing need to understand customer perceptions in this rapidly evolving market, where traditional approaches to customer satisfaction may not fully capture the complexities of digital experiences. The study aims to identify the key factors that contribute to customer satisfaction in digital service companies, exploring the impact of factors such as ease of use, security, and customer support. A quantitative methodology, using surveys and statistical analysis, was used to collect and analyze data from a sample of customers of digital service companies. The results reveal that although customers highly value ease of use, speed of transactions, and security, other factors such as clear presentation of information and access to additional services also play a significant role in shaping their overall satisfaction. The study concludes that understanding and addressing these diverse customer needs is crucial for digital service companies to improve customer experience, foster loyalty, and maintain a competitive advantage in the digital marketplace.