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Investigating Key Antecedents of Customer Satisfaction in B2B Information Service Firms

Abstract : Service sector has grown significantly over the years and now is one of the major contributors of the Gross Domestic Product (GDP) of most of the developed and developing economies. Within the service sector, information economy has grown significantly with the rapid developments in the Internet and Communication Technologies (ICTs). However, the research so far has focused on the manufacturing sector rather than the service sector. This paper, therefore, aims to fill this void by testing the service management and Service Quality (SERVQUAL) theories in Businesses to Business (B2B) information services context. An empirical investigation with secondary data is carried out to explore the relationship between three key antecedents of Customer Satisfaction (CS) namely; Functional Service Quality (FSQ), Technical Service Quality (TSQ) and Corporate Image (CI). This re-search also aims to investigate the interrelationship between the three key antecedents of customer satisfaction. The findings show that FSQ, TSQ, and CI are positively correlated with customer satisfaction. Results also show that CI is positively correlated with TSQ and FSQ.
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Vikas Kumar, Archana Kumari, Ximing Ruan, Jose Garza-Reyes, Supalak Akkaranggoon. Investigating Key Antecedents of Customer Satisfaction in B2B Information Service Firms. 13th Conference on e-Business, e-Services and e-Society (I3E), Nov 2014, Sanya, China. pp.327-337, ⟨10.1007/978-3-662-45526-5_30⟩. ⟨hal-01342163⟩



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