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Author(s):

Majitha Nasriya M | Dr KVS Raj
Keywords:

Customer Satisfaction, Customer Retention, Service Quality, Usability, Digital Marketing Services, Customer Support
Abstract:
This Study Investigates Customer Satisfaction With Software Solutions Provided By Strokx Technologies, A Kochi-based IT Firm Specializing In CRM, ERP, Web, Mobile, And AI Applications. The Research Aims To Understand How Well These Solutions Meet Client Expectations In Terms Of Usability, Service Quality, Reliability, And Post-sales Support. Data Was Collected From 52 Customers Using Structured Questionnaires And Analysed Through Percentage Analysis, Weighted Average, And Chi-square Tests. The Findings Reveal High Satisfaction With Product Performance And Support, Particularly In CRM And Android Development Services. However, Issues Such As Occasional Software Glitches, Limited Willingness To Pay For Upgrades, And Moderate Subscription Renewal Intent Indicate Areas Needing Improvement. The Study Applies Models Like TAM, SERVQUAL, And Kano To Identify Gaps And Recommend Strategies To Enhance Customer Experience, Boost Retention, And Drive Long-term Business Growth.

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