Service Quality, Product Quality and Service Recovery as Antecedents of Client Satisfaction in a Business-to-Business Context: An Empirical Study

Abstract

The advent of Relationship Marketing and the increasing competition characterizing the markets of the last 30 years placed the conceptualization and measurement of the quality and satisfaction variables in the center of modern marketing theory and practice as principal indicators of marketing performance (Babin and Griffin 1998; Walker 1995; Jones and Suh 2000). During the last years, we were pilot of an increasing process of globalization in the world. Thus, we see that the traditional definitions of markets and competition according to a regional or local prospect were exceeded. In addition, in reaction, to some extent, with this context much more competitive, the companies choose the development of products and services of the services of a higher quality, in response to the increasing requests of the increasingly demanding customers (Parasuraman, 1998).

Partial correlation analysis using multiple linear regression: Impact on business environment of digital marketing interest in the era of industrial revolution 4.0

“…During the past few decades, there has been tremendous efforts to learn the effects of different variables including price, quality, brand, etc. on consumers' purchase intention (Castro & Marques, 2017;Chumpitaz et al, 2014;Kalaignanam et al, 2017). Karnreungsiri and Praditsuwan (2017), for instance, investigated the factors influencing buying behavior and buying decision process of customers and found that price was one of the influencing factors.…”

“…In order to persuade the customers to become interested in purchasing a product, it is necessary to analyse the factors that influence the customer interest (Ambarwati & Dwijanto, 2015;Chumpitaz et al, 2014;Kalaignanam et al, 2017;Simpursiah, 2015;Sundalangi et al, 2014;Zhahir & Widayanto, 2018). Some researchers have analyzed the customer interest in the form of product quality (Rusmawan, 2014), brand image (Lukman, Adree, & Setiawan, 2013;Masyhuri & Magnadi, 2016;Ratnasari et al, 2014;Setyaningrum & Wijayanto, 2014;Faradila & Soesanto, 2016),and price (Adiputra & Sutopo, 2016;Castro & Marques, 2017;Rokim et al, 2014;Amanda & Mudiantono, 2015;Anggi & Soesanto, 2016).…”