Track: E-Business/E-Service

Abstract

Customer Satisfaction is the key factor of any organization's success. There is a lack of concerns on the relation between the Internal Organizational Factors and their effect on  Customer Satisfaction for Virtual E-Organizations. This study examines the interrelations between Organizational Factors such as Employee Satisfaction and Communication satisfaction and how those two factors influence Customer Satisfaction as an indication of the Usability for Virtual/E-Organizations. Two online surveys were used. The First one was an attempt to discover the relationship between Communication Satisfaction and Employee Job Satisfaction. The second one was the Customer satisfaction survey. This survey was sent to Customers of seven different types of Virtual E-Organizations. Hypotheses were tested by conducting Regression analysis to investigate the relation between Variables. Data were analyzed using IBM SPSS Statistics 25. The results show that Communication and Employee satisfaction were highly correlated. Additionally, Customer Satisfaction was Correlated with Employee Satisfaction with a high correlation. Also, communication and customer satisfaction were moderately correlated. The findings suggest that good communication between employees can create reasonable Employee Satisfaction, subsequently improving customer satisfaction.