IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v38y2021i4p508-535.html
   My bibliography  Save this article

Key factors of service quality of B-2-B technology providers

Author

Listed:
  • Fredric William Swierczek
  • Theerawut Monta

Abstract

Empirical studies of B-2-B service quality in B-2-B are rare, particularly in banking and telecom. This paper analyses the key factors of service quality of a technology provider for banking and telecommunications. It considers how service quality relates to the decision criteria of IT executives in these sectors for the selection of a technology provider in an emerging market. 597 IT executives in banks and telecom companies in Thailand were surveyed. Data analysis was conducted using structural equation modelling. The value of an adapted SERVQUAL/SERVPERF in B-2-B is confirmed by the bank and telecom executives. Importance based on the SERVQUAL/SERVPERF dimensions was strongly related. Expectations including customer responsiveness were second in importance. Influence of the provider was related to the decision. Executives indicated that service quality was not enough to make the decision to award a service contract. Technology providers should enhance their service quality capability and collaboration.

Suggested Citation

  • Fredric William Swierczek & Theerawut Monta, 2021. "Key factors of service quality of B-2-B technology providers," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 38(4), pages 508-535.
    • Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:508-535
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=114250
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kojo Kakra Twum & John Paul Basewe Kosiba & Robert Ebo Hinson & Antoinette Yaa Benewaa Gabrah & Ebenezer Nyarko Assabil, 2023. "Determining mobile money service customer satisfaction and continuance usage through service quality," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 30-42, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:508-535. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.