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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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Main Authors: Hishamuddin Ismail,, Zaharah Bakar,, Aliah Hanim M. Salleh,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2006
Online Access:http://journalarticle.ukm.my/8069/1/872-1655-1-SM.pdf
http://journalarticle.ukm.my/8069/
http://ejournal.ukm.my/pengurusan/index
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spelling my-ukm.journal.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
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
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/8069/1/872-1655-1-SM.pdf
http://journalarticle.ukm.my/8069/
http://ejournal.ukm.my/pengurusan/index
_version_ 1643737348144365568
score 13.211869

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