Investigating key antecedents of customer satisfaction in B2B information service firms

Kumar, Vikas; Kumari, Archana; Ruan, Ximing; Garza-Reyes, Jose Arturo; Akkaranggoon, Supalak

Abstract

Service sector has grown significantly over the years and now is one of the major contributors of the Gross Domestic Product (GDP) of most of the developed and developing economies. Within the service sector, information economy has grown significantly with the rapid developments in the Internet and Communication Technologies (ICTs). However, the research so far has focused on the manufacturing sector rather than the service sector. This paper, therefore, aims to fill this void by testing the service management and Service Quality (SERVQUAL) theories in Businesses to Business (B2B) information services context. An empirical investigation with secondary data is carried out to explore the relationship between three key antecedents of Customer Satisfaction (CS) namely; Functional Service Quality (FSQ), Technical Service Quality (TSQ) and Corporate Image (CI). This re-search also aims to investigate the interrelationship between the three key antecedents of customer satisfaction. The findings show that FSQ, TSQ, and CI are positively correlated with customer satisfaction. Results also show that CI is positively correlated with TSQ and FSQ.

• Presentation Conference Type: Conference Paper (published)
• Conference Name: I3E 2014
• Start Date: Nov 27, 2014
• End Date: Nov 30, 2014
• Acceptance Date: Jan 1, 2014
• Publication Date: Jan 1, 2014
• Publicly Available Date: Jun 6, 2019
• Publisher: Springer Verlag (Germany)
• Peer Reviewed: Peer Reviewed
• Volume: 445
• Pages: 327-337
• Book Title: IFIP Advances in Information and Communication Technology
• ISBN: 9783662455258
• DOI: https://doi.org/10.1007/978-3-662-45526-5_30
• Keywords: key antecedents, customer satisfaction, B2B, information services
• Public URL: https://uwe-repository.worktribe.com/output/825171
• Publisher URL: http://www.springer.com/gb/book/9783662455258
• Additional Information: Title of Conference or Conference Proceedings : IFIP International Federation for Information Processing 2014