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B2B 산업재 거래에서 서비스 품질 측정과 충성도와의 관계

Relationship between Business-to-Business Service Quality and Loyalty：An Application of the IMP Model

박주영|최자영
한국품질경영학회 (Korean Society For Quality Management)|2007.03|품질경영학회지 (Journal of Korean Society for Quality Management)|제35권 제1호|pp. 124-135

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참고문헌

주제분류학제간연구

초록

Abstract

This study investigated the relationship between business-to-business service quality and loyalty by applying the IMP (International/Industrial Marketing and Purchasing Group) model. The study found that six dimensions of service quality which were product exchange, financial exchange, information exchange, social exchange, cooperation, and adaptation explained B2B service quality very well. More specifically, the study found that service quality dimensions of social exchange, cooperation, and adaptation were more important than those of product exchange, financial exchange, and information exchange. The study also found a positive relationship between service quality and loyalty. In fact, organizational buyers appeared to show greater loyalty as they perceived service quality better.

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