An empirical analysis of customer satisfaction for Intranet marketing systems

摘要

We study the drivers of customer satisfaction for Intranet marketing application systems. Based on the existing literature on business value of information technology, we provide a framework to understand the drivers of overall customer satisfaction with Intranet solutions. Our analysis based on data collected from a survey of over thirty firms that use Intranet marketing applications indicates that customers perceive features that lower total cost of ownership and provide competitive benefits as critical drivers of overall customer satisfaction with the systems. The implications of our findings for providers of Intranet marketing services are discussed.