Effective Website to Provide Total Customer Satisfaction: An Empirical Study on the public Quoted Companies in Sri Lanka

Abstract

The rapid development of Information and Communication Technology (ICT) along with the globalisation forced the firms to become online business seekers. Late 1990s Online businesses were opening up in each and every corner around the world. All the business activities, logistics, processing, selling and even payments were completed online. The study has identified that the recent trend in the online business in today’s business world is to search online and purchase offline. Hence website is the one that locks in the customer. An effective website should provide information what the customer is looking for, to give total customer satisfaction. This paper was conducted to fill the void in the research area on the online presence of public quoted companies in Sri Lanka. It was revealed that as Fortune 500s’ websites, majority of Sri Lankan company websites also are informational but the quality of way in which the content provided by them is questionable.