Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration

Abstract

PurposeThis article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).Design/methodology/approachA total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).FindingsThe results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.Originality/valueAlthough previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

Optimizing Business-to-Business Customer Satisfaction Analysis through Advanced Two-Stage Clustering: Insights from Industrial Parks

“…The results of the satisfaction ranking on the three dimensions before and after the clustering of each park are shown in Table 14. (1) In the dimension of basic protection services, park B > park A > park E > park C > park D > park F, (2) in the dimension of park management services, park B > park A > park C > park E > park D > park F, and (3) in the dimension of comprehensive development services, park A > park B > park C > park E > park D > park F. Based on Table 14, the analysis is as follows.…”

“…In recent years, the needs of customers in the BTB mode have become increasingly complex. Providers must continuously improve their services to meet the needs of enterprise users in multiple dimensions [1]. However, it may be difficult for a single employee in a customer enterprise to experience all of the services and, therefore, it is difficult to give an accurate evaluation [2].…”