Quality, Satisfaction and Loyalty in BtoB Relationship s: an Empirical Study of the Electric Power Industry
Costumer relationship and the comprehension of their behavior is a crucial factor for efficient market performance. A web survey was conducted to evaluate the impact of perceived quality upon attitudes and behavioral intentions of electrical power consumers. The model was evaluated using structur...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | Portuguese |
| Published: |
Universidade Federal de Santa Catarina
2008-01-01
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| Series: | Revista de Ciências da Administração : RCA |
| Subjects: | |
| Online Access: | https://periodicos.ufsc.br/index.php/adm/article/view/10593 |
| Summary: | Costumer relationship and the comprehension of their behavior is a crucial factor for
efficient market performance. A web survey was conducted to evaluate the impact of
perceived quality upon attitudes and behavioral intentions of electrical power consumers.
The model was evaluated using structural equation techniques. The survey
was performed among 922 commercial and industrial consumers. We verified that
Commitment, with Value (and Perceived Quality), Satisfaction and Confidence as
its antecedents, should be monitored and incremented. The hypothesis that quality
determines the satisfaction of the concessionaire’s customers was confirmed, as Satisfaction
exerts significant impact upon behavioral intentions of customers regarding
the concessionaire. This research contributes by proposing a marketing relationship
model in a BtoB context, a semi-monopoly scenario (which is rare). In addition, it
suggests actions and quality variables considered by customers in their company
evaluations, indicating important managerial implications. |
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| ISSN: | 1516-3865 2175-8077 |