Economy of Regions | 2010
Authors:
DOI: 10.17059/2010-4-10
Journal: Economy of Regions
Year: 2010
Publisher: Institute of Economics, Ural Branch of the Russian Academy of Sciences
Document Type: Article
Open Access: All Open Access; Gold Open Access; Green Open Access
Cited by: 1
The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company's market performance. The research based on the works by N. Kano, J.-J. Lamben, R. Carter, A. Parashuraman, V. A. Zeitaml, L. L. Berry and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of "Pnevmostroimashina" JSC on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced.
B2b market; Business customer; Criterion importance; Customer expectation; Customer loyalty; Customer satisfaction; Customer satisfaction index; Industrial products; Market research; Method of customer satisfaction assessment; OEM's market; Product quality; Questionnaire; Respondent; Secondary market; Service level