A empirical analysis of customer satisfaction for Intranet marketing systems

We study the drivers of customer satisfaction for Intranet marketing applic ation systems. Based on the existing literature on business value of inform ation technology, we provide a framework to understand the drivers of overa ll customer satisfaction with Intranet solutions, Our analysis based on dat a collected from a survey of over thirty firms that use Intranet marketing applications indicates that customers perceive features that lower total co st of ownership and provide competitive benefits as critical drivers of ove rall customer satisfaction with the systems. The implications of our findin gs for providers of Intranet marketing services are discussed. (C) 1998 Els evier Science B.V. All rights reserved.