The Fulfillment and Satisfaction of Companies Using Software as a Service for a Sales and Marketing Platform

The aim of thesis was to examine the fulfilment and satisfaction of companies when using Software as a-Service (SaaS) consisting of five domains: value of SaaS to the company, satisfaction with SaaS, employee engagement, reasons for SaaS implementation, and challenges met. The study also examined how companies’ profile, the format of SaaS subscribed/purchased, industry the company operates, cost of SaaS, total number of employees, and number of years in operation as rival explanatory variables to the companies’ fulfilment and satisfaction. In addition, the inclusion of the rival independent variables will add rationale of the hypothesized relationship between the platform subscribed/purchased and user fulfilment and satisfaction with SaaS platforms. The study conducted an online survey with the use of self-prepared survey questionnaire for which only four participants responded. On this account, the study used IBM SPSS to do bootstrap calculation for comparison of means and confidence interval and their significance at .05 confidence level. The data from survey questionnaire was found valid at level with Cronbach consistency coefficient average for all domains of 0.92. Simple frequency distribution was used to describe the profile of the companies. The findings showed that the companies were satisfied and fulfilled with SaaS particularly of the Salesforce Customer Success Platform and WordPress. Only the type or format of SaaS made significant effect in all domains of fulfilment and satisfaction, out of the five company profile variables. The study concluded that the format of SaaS is a significant factor in determining customer fulfilment and satisfaction. This can be attributed to better services offered in terms of encrypted cloud-based enterprise resource planning (ERP), order management, customer relationship management (CRM), and e-commerce application services. However, the study does not describe the technical configuration of SaaS in terms of customer fulfillment, but it only discusses the customer success perspectives. At the same time, the software operates entirely on the cloud and does not provide offline access to its software, and the software is inoperable without a subscription