The Impact of Digital Technology on Customer Loyalty and Experience
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Authors
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Publication date
2025
Type of student thesis
Master
Course of study
Collections
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11 - Student thesis
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Hochschule für Wirtschaft FHNW
Place of publication / Event location
Olten
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Abstract
This Case Study investigates how Digital technology impacts customer loyalty and experience as predicted by the Net promoter score against different Digital Maturity metrics in the context of Building Material Suisse (BMS), a leading interior design and
building materials provider. The primary objective of this study is to assess if higher Digital Maturity as per the Digital Maturity Performance Index will translate into higher Net Promoter scores resulting in better customer satisfaction and experience across the company’s nine showrooms in German-speaking Switzerland.
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English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
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Review
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Citation
Arsalan, A. Y. (2025). The Impact of Digital Technology on Customer Loyalty and Experience [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/52052