The influence of service quality on customer satisfaction and loyalty in B2B technology service industry

Huang, Ping-Lung; Lee, Bruce C.Y.; Chen, Ching‐Chin

doi:10.1080/14783363.2017.1372184

Cited by 107 publications

(127 citation statements)

References 40 publications

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“…Flodén et al (2017) identify studies that have considered service quality as a key factor in transport service or mode of transport. Moreover, the importance of service quality on satisfaction has been highlighted in several studies in the context of B2B relations and in services (Huang et al 2017), since it is the only construct in the satisfaction-profit chain where service firms have control over their performance. Studies on this relationship have been conducted at the global level (i.e.…”

Section: Service Quality In Goods Transportationmentioning

confidence: 99%

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

2018

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This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through perceived value. In turn, it is confirmed the relationship between satisfaction with the transportation company and customer loyalty. Furthermore, there are significant differences in quality dimensions and satisfaction between transport modes. This study confirms the importance of service quality and perceived value to promote the link between chain actors: freight forwarder and transport service provider. The main aim of this research is to go deeper into the study of satisfaction and loyalty of freight forwarders to freight transport service providers. Findings provide evidence about differences in the dimensionality of service quality between B2C and B2B settings and, even in the latter, differences between freight forwarding services and other industries are observed. The present paper is one of the few studies that obtains relevant information about several transport modes simultaneously and the findings reinforce the notion that perceptive processes in each of them are different.

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Section: Service Quality In Goods Transportationmentioning

confidence: 99%

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

2018

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“…The authors identified five SERVQUAL gaps that can cause customers to experience poor service quality. According to Huang, Lee & Chen, (2019), service quality is a subjective evaluation that customers arrive by comparing the level of service we believe that an organization must provide the level of service they receive from being delivered. An extensive qualitative research conducted in the recent past suggests that deficiencies in service quality perceived by customers, for example, the gap between the expectations and perceptions, are caused by several organizational shortcomings.…”

Section: The Underpinning Theory -Servqual Theorymentioning

confidence: 99%

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020

JIBM

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Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

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“…The B2B technology service industry should combine job satisfaction with job embeddedness to retain employees because job satisfaction can strengthen the weakening effect of job embeddedness on resignation willingness. The factors that influence job satisfaction are strongly linked with job embeddedness (Huang et al, 2017) the higher the job satisfaction is, the higher is the customer satisfaction and loyalty. Therefore, when struggles are encountered in improving technical staffs' job satisfaction, job embeddedness should also be strengthened simultaneously.…”

Section: Research Hypothesesmentioning

confidence: 99%

The Determinants of Technical Staffs Intention to Stay in the B2B Technology Service Industry in Taiwan

Huang¹,

Chen²,

Chiu³

et al. 2020

theijbm

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The influence of service quality on customer satisfaction and loyalty in B2B technology service industry

Cited by 107 publications

References 40 publications

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

Satisfaction and Loyalty in B2b Relationships in the Freight Forwarding Industry: Adding Perceived Value and Service Quality Into Equation

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

The Determinants of Technical Staffs Intention to Stay in the B2B Technology Service Industry in Taiwan

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