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The current master thesis makes an effort to investigate relationships between perceived service quality, membership satisfaction, and membership loyalty at “Gesellschaft für technische Kommunikation – tekom Deutschland e.V.”, applying adjusted SERVQUAL model. To attain the formulated objectives in scope of the current research, the “Satisfaction – Profit Chain” model is applied, consisting of “Attribute Performance”, represented by SERVQUAL service quality dimensions supposed to serve as antecedent of the second component of the chain “Membership Satisfaction”, and “Membership Loyalty” in order to investigate relations between these three. The findings of the study are supposed to serve as a basis for altering the existing CRM Strategy in order to eliminate current issues within the association, develop strategic marketing capabilities, and create value for members’ attraction and retention.
Abstract
In today's business world, it is evident how, thanks to digital transformation, new business models have emerged, especially in the retail industry. Changes in customer preferences have been one of the main reasons why the vast majority of companies within the retail industry have accelerated their digital transformation processes. Evidence has also been found that this change in consumer thinking is related to one of the side effects left by the Covid-19 pandemic, where digital channels gained more strength due to the limitations of physical contact between product providers and their customers. Therefore, changes in consumer thinking and the use of new digital platforms have brought new challenges for companies transforming their businesses from offline to online. The biggest challenges for those companies are not only related to implementing new business models such as online sales or so-called E-commerce platforms but also attributed to the creation of unique and invaluable experiences for the customer, allowing the companies to retain their consumers and create loyalty.
Creating an outstanding customer experience is not an easy task on these platforms since the reach of digital channels is almost infinite, which makes the new entrepreneurs in this industry rethink over and over again the best strategy to approach their customers so that they feel delighted in their customer journey. The present work seeks to provide a solution to the challenge evidenced in the E-commerce platforms, where the main objective is to recognize, through the customer journey, all the critical touchpoints and elements to add value to the shopping experience and to raise levels of customer satisfaction. With the help of tools that measure the levels of customer satisfaction and dissatisfaction, such as the Kano model, and through a recommendation system, the current paper provides com- panies that trade their products online with a detail of what services should be improved in the shopping experience to be highly attractive. In addition, a guide is provided where its application in each company will show in a quantitative way what the customer satis- faction levels are like. This work, through exhaustive research in academia, concludes that the factors that most stimulate customer satisfaction are those related to e-services quality and highlights the importance of “Personalized information”, “Online sales agent”, and “Website reviews and rating” services to add value to customers in one of the most competitive markets, such as E-commerce.