Standardization or Adaptation of website for online Customers

The study tries to examine the standardization and adaptation effect and its significance in terms of its Online Customers Satisfaction (OCS) value for a website through a comparative case study, between an Multi National Companies (MNC) and a local vendor website with two distinct websites: informational and transnational websites. The aim is to understand the role played by the varying degree of standardization and adaptation on the website effectiveness in terms of online customer satisfaction. The study is based on both primary and secondary data. Firstly, semi ¿structured interviews were conducted in order to understanding the companies¿ sense making of online customer satisfaction via their websites. Secondly, focus groups sessions were conducted in order to gauge that understanding through the eyes of the actual customers.