Adoption Of Open Source Software For Enhancing Customer Satisfaction: A Case Study From Canadian Educational Sector | Ramaraj Palanisamy Bhasker Mukerji

This paper aims to examine the adoption of open source software (OSS) for enhancing customer satisfaction. A well known Canadian university adopted OSS for enhancing their services to the students which increased the level of satisfaction. In this paper we intend to use a case study approach to explore the adoption of OSS for increase in customer satisfaction. This paper would help to further enhance our understanding regarding the issues and challenges faced by organizations while adopting OSS. It would also illustrate the objectives of the organizations for OSS adoption for improving customer experience and engagement which ultimately leads to customer satisfaction. This paper describes issues, and challenges faced by organizations in adopting OSS and how this new technology can be efficiently used for increasing customer satisfaction. The other organizations in the service sector can adopt OSS to increase the customer?s level of satisfaction. The targeted audiences are (i) the organizations in the service sector who are planning to adopt open source software to increase their customer satisfaction (ii) academic researchers examining the OSS adoption.