Buyer satisfaction and loyalty - evidence from the industrial goods market
What makes organizational buyers of products satisfied? To what extent does customer satisfaction imply customer loyalty in the industrial goods market? Past research have shown the dire need for marketers to seek and manage the right ingredients of customer satisfaction as a vital means of building...
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Penerbit Universiti Kebangsaan Malaysia
2006
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| Online Access: | http://journalarticle.ukm.my/8069/ http://journalarticle.ukm.my/8069/ http://journalarticle.ukm.my/8069/1/872-1655-1-SM.pdf |
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ukm-8069 |
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ukm-80692016-12-14T06:46:06Z http://journalarticle.ukm.my/8069/ Buyer satisfaction and loyalty - evidence from the industrial goods market Hishamuddin Ismail, Zaharah Bakar, Aliah Hanim M. Salleh, What makes organizational buyers of products satisfied? To what extent does customer satisfaction imply customer loyalty in the industrial goods market? Past research have shown the dire need for marketers to seek and manage the right ingredients of customer satisfaction as a vital means of building customer loyalty. Past satisfaction-loyalty studies were predominantly in the consumer goods and services contexts. This study aims to fill the dearth in research in the industrial goods context. By using evidence from a sample of buyers of one supplier of semiconductor products in the industrial goods market, this study seeks to further understand the dynamics of this complex satisfaction-loyalty relationship. The best predictor of buyer satisfaction in this industrial market is found to be cost of ownership, while other determinants - service quality, product quality and delivery aspects are found to be positively linked with overall buyer satisfaction. Suggestions for future research aTe also given to address the present study s limitations. Penerbit Universiti Kebangsaan Malaysia 2006 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/8069/1/872-1655-1-SM.pdf Hishamuddin Ismail, and Zaharah Bakar, and Aliah Hanim M. Salleh, (2006) Buyer satisfaction and loyalty - evidence from the industrial goods market. Jurnal Pengurusan, 25 . pp. 47-61. ISSN 0127-2713 http://ejournal.ukm.my/pengurusan/index |
| repository_type |
Digital Repository |
| institution_category |
Local University |
| institution |
Universiti Kebangasaan Malaysia |
| building |
UKM Institutional Repository |
| collection |
Online Access |
| language |
English |
| description |
What makes organizational buyers of products satisfied? To what extent does customer satisfaction imply customer loyalty in the industrial goods market? Past research have shown the dire need for marketers to seek and manage the right ingredients of customer satisfaction as a vital means of building customer loyalty. Past satisfaction-loyalty studies were predominantly in the consumer goods and services contexts. This study aims to fill the dearth in research in the industrial goods context. By using evidence from a sample of buyers of one supplier of semiconductor products in the industrial goods market, this study seeks to further understand the dynamics of this complex satisfaction-loyalty relationship. The best predictor of buyer satisfaction in this industrial market is found to be cost of ownership, while other determinants - service quality, product quality and delivery aspects are found to be positively linked with overall buyer satisfaction. Suggestions for future research aTe also given to address the present study s limitations. |
| format |
Article |
| author |
Hishamuddin Ismail, Zaharah Bakar, Aliah Hanim M. Salleh, |
| spellingShingle |
Hishamuddin Ismail, Zaharah Bakar, Aliah Hanim M. Salleh, Buyer satisfaction and loyalty - evidence from the industrial goods market |
| author_facet |
Hishamuddin Ismail, Zaharah Bakar, Aliah Hanim M. Salleh, |
| author_sort |
Hishamuddin Ismail, |
| title |
Buyer satisfaction and loyalty - evidence from the industrial goods market |
| title_short |
Buyer satisfaction and loyalty - evidence from the industrial goods market |
| title_full |
Buyer satisfaction and loyalty - evidence from the industrial goods market |
| title_fullStr |
Buyer satisfaction and loyalty - evidence from the industrial goods market |
| title_full_unstemmed |
Buyer satisfaction and loyalty - evidence from the industrial goods market |
| title_sort |
buyer satisfaction and loyalty - evidence from the industrial goods market |
| publisher |
Penerbit Universiti Kebangsaan Malaysia |
| publishDate |
2006 |
| url |
http://journalarticle.ukm.my/8069/ http://journalarticle.ukm.my/8069/ http://journalarticle.ukm.my/8069/1/872-1655-1-SM.pdf |
| first_indexed |
2023-09-18T19:51:24Z |
| last_indexed |
2023-09-18T19:51:24Z |
| _version_ |
1777406243664560128 |