Assessing industrial buyers' perceptions of quality and their effects on satisfaction

doi:10.1016/0019-8501(95)00027-8

Industrial Marketing Management

Volume 24, Issue 5, October 1995, Pages 359-368

https://doi.org/10.1016/0019-8501(95)00027-8 Get rights and content

Abstract

Identifying and measuring the dimensions of perceived quality and their influence on customer satisfaction are important aspects of a firm's quality management efforts. In this study, we develop and test a framework for assessing the perceptions held by industrial buyers from different functional areas (e.g., engineering, purchasing) and the link between those perceptions and customer satisfaction. A procedure for identifying the dimensions of quality and using them to target the industrial marketer's quality improvements is discussed, and the results of testing this methodology are presented. The results suggest that a potentially unique set of quality factors can be used to assess each vendor and that these factors vary across functional area.

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Assessing industrial buyers' perceptions of quality and their effects on satisfaction

Abstract

Industrial Marketing Management

Industrial Marketing Management

Industrial Marketing Management

Industrial Marketing Management

Customer Satisfaction, Market Share and Profitability: Findings From Sweden

Journal of Marketing

A National Customer Satisfaction Barometer: The Swedish Experience

Journal of Marketing

Customer Satisfaction: The Key to Customer Retention

Mobius

Industrial Buyer Satisfaction: Linking Customer Perceptions of Quality to Repeat Purchase Behavior

The Industrial Buyer and the Postchoice Evaluation Process

Journal of Marketing Research

A Model of Industrial Satisfaction/Complaining Behavior

Industrial Marketing Management