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Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective

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  • Agota Giedrė Raišienė

    (Institute of Management and Political Science, Faculty of Public Governance and Business, Mykolas Romeris University, 08303 Vilnius, Lithuania)

  • Simonas Juozapas Raišys

    (LLC Bridge2Apex, 06325 Vilnius, Lithuania)

Abstract

The paper aims to take a novel look to customer satisfaction with B2B service through the lens of customer perception of service quality criterions. By literature review, service quality models define sets of key factors, however, do not rank them by significance. Based on AHP analysis of expert interview results, we argue that the current models of service quality reflect business customer perceptions partially. This is a gap in B2B service quality knowledge that this study seeks to fill. The quality criterions play a role in building a positive balance between the customers’ expected and perceived value of services. Thus, we propose the model of customer satisfaction with factors divided into essential, significant, sufficient, and marginal according to their level of significance. The model may encourage academics to understand customer satisfaction criteria in service quality not only as generic sets but also at the importance of the criteria themselves in relation to each other. In the aspect of practical implication, the model can help B2B enterprises to rationally manage resources on set quality priorities to achieve customer satisfaction and, hence, to ensure organization sustainability by more effective organizational resource management. The model also can benefit B2B customers when considering service providers capable of delivering service quality which meets the expectations.

Suggested Citation

  • Agota Giedrė Raišienė & Simonas Juozapas Raišys, 2022. "Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective," Sustainability, MDPI, vol. 14(12), pages 1-16, June.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:12:p:7437-:d:841459
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    References listed on IDEAS

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    3. Liang, Fuqi & Brunelli, Matteo & Rezaei, Jafar, 2020. "Consistency issues in the best worst method: Measurements and thresholds," Omega, Elsevier, vol. 96(C).
    4. Chris McGivern, 1983. "Some Facets Of The Relationship Between Consultants And Clients In Organizations," Journal of Management Studies, Wiley Blackwell, vol. 20(3), pages 367-386, July.
    5. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
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