How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships
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. I...
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Uppsala universitet, Företagsekonomiska institutionen
2009
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ndltd-UPSALLA1-oai-DiVA.org-uu-1067062013-01-08T13:19:52ZHow To Create Satisfaction : Customer satisfaction in Business-to-Business relationshipsengWestman Wall, CarolinHenriksson, TomasUppsala universitet, Företagsekonomiska institutionenUppsala universitet, Företagsekonomiska institutionen2009customer satisfactioncreateB2BBusiness-to-businessrelationshipkundnöjdhetindustriella förhållandenskapaBusiness studiesFöretagsekonomiThis 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. Student thesisinfo:eu-repo/semantics/bachelorThesistexthttp://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-106706application/pdfinfo:eu-repo/semantics/openAccess |
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customer satisfaction create B2B Business-to-business relationship kundnöjdhet industriella förhållanden skapa Business studies Företagsekonomi |
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customer satisfaction create B2B Business-to-business relationship kundnöjdhet industriella förhållanden skapa Business studies Företagsekonomi Westman Wall, Carolin Henriksson, Tomas How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships |
description |
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. |
author |
Westman Wall, Carolin Henriksson, Tomas |
author_facet |
Westman Wall, Carolin Henriksson, Tomas |
author_sort |
Westman Wall, Carolin |
title |
How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships |
title_short |
How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships |
title_full |
How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships |
title_fullStr |
How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships |
title_full_unstemmed |
How To Create Satisfaction : Customer satisfaction in Business-to-Business relationships |
title_sort |
how to create satisfaction : customer satisfaction in business-to-business relationships |
publisher |
Uppsala universitet, Företagsekonomiska institutionen |
publishDate |
2009 |
url |
http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-106706 |
work_keys_str_mv |
AT westmanwallcarolin howtocreatesatisfactioncustomersatisfactioninbusinesstobusinessrelationships AT henrikssontomas howtocreatesatisfactioncustomersatisfactioninbusinesstobusinessrelationships |
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