This thesis aims to increase the understanding for how customer satisfaction is created in business-to-business relationships in the copying machine and IT sector. A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in business-tobusiness settings. In order to accomplish this, one company in the copying machine and IT sector has been used as a base and its customers have been the focus of the study. The results show that if the expectations the customers have of the product are met, the customers are likely to be satisfied. Furthermore, parts that have a high influence on customer satisfaction are technical support, the products’ quality, the product’s user-friendliness and availability of the staff. The part that contributed the most to customer satisfaction was how the staff treatedthe customers. The parts which contributed the least were selection of products, handling of invoices and delivery times.
Contents
1. INTRODUCTION
1.1 PROBLEM FORMULATION
1.1.1 BACKGROUND OF THE STUDIED COMPANY AND THEIR RELATIONSHIP WITH CLIENTS
1.2 PURPOSE AND RESEARCH QUESTION
2. A FOUNDATION FOR CUSTOMER SATISFACTION
2.1 WHY IS CUSTOMER SATISFACTION IMPORTANT?
2.2 WHAT AFFECTS CUSTOMER SATISFACTION?
2.2.1 EXPECTATIONS AND HOW THEY ARE MET
2.2.2 DIFFERENT PARTS OF AN OFFER
2.2.3 SUBJECTIVITY
2.3 DIFFERENCES IN CUSTOMER SATISFACTION IN B2B RELATIONSHIPS
2.4 MODEL DEVELOPED FOR THE STUDY
3. RESEARCH STRATEGY
3.1 RESEARCH APPROACH
3.2 DATA COLLECTION
3.2.1 SURVEY TOOLS
3.2.2 SURVEY QUESTIONS AND RESPONSE FORMAT
3.2.3 DATA PROCESSING
3.3 POPULATION AND SAMPLE
3.4 VALIDITY AND RELIABILITY
4. CUSTOMERS’ VIEWS ON SATISFACTION
5. HOW CUSTOMER SATISFACTION IS AFFECTED
5.1 EXPECTATIONS AND HOW THEY ARE MET
5.2 DIFFERENT PARTS OF AN OFFER
5.3 SUBJECTIVITY
6.1 IDENTIFIED FACTORS AFFECTING CUSTOMER SATISFACTION
6.2 PROPOSALS FOR FUTURE RESEARCH
7. REFERENCES
APPENDIX
Author: Westman Wall, Carolin,Henriksson, Tomas
Source: Uppsala University Library
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