Customers are not entirely satisfied with the reliability, connection speeds and swiftness of repair work provided by Web hosting suppliers, according to market research firm, Telechoice.
Only 23 per cent of the 1,000 US companies polled by the company said they were "very satisfied" with their providers, while 49 per cent said they were satisfied and 25 per cent remained neutral.
Ruth Chatterton, Internet consultant and author of the report, “The Telechoice Internet Services Market Report,” said: "Web hosting suppliers can go further to meet customers' needs in the areas of reliability, technical support and implementation."
Web hosting services are often provided by Internet Service Providers (ISPs) and provide services that range from managing a few Web pages for organisations to running their entire Internet and intranet sites.
But Chatterton believes that ISPs have failed to help their customers create unique Web sites because they have tried to make their services affordable, which has led to all Web sites looking the same. She claimed that ISPs could improve the situation by offering application hosting services that were tied to their customers' intranets, for example.
Enterprises that host their own Web sites were far more satisfied with service costs because they usually trained existing staff to take on the work, she explained.
Respondents in the healthcare industry were least satisfied with their service provision overall and also less happy than average about criteria such as reliability, connectivity and fault tolerance, but government and financial institutions were not far behind.
Chatterton concluded: "The Web hosting market is not a commodity market. Users consider quality and performance more important than price in the selection process, and many options and features are possible for service providers to differentiate themselves."
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