Satisfaction and dimensions of loyalty in B2B markets: A study among the users of electronic security services
Satisfaction and dimensions of loyalty in B2B markets: A study among the users of electronic security services

Summary/Abstract: The purpose of the study is to provide an understanding of how customer satisfaction affects dimensions of loyalty in the B2B service industry. In this regard, the effect of satisfaction on attitudinal loyalty, behavioural loyalty, price tolerance, complaining behaviour, word-of-mouth marketing, and behavioural intention was explored in the Turkish B2B markets. The hypotheses of the study were tested through a survey conducted in small and medium-sized businesses operating in the electronic security sector. In the analysis of the collected data, explorative factor analysis and simple linear regression were run. According to the findings, the effect of customer satisfaction on the dimensions of loyalty can be presented in descending order as follows: behavioural intention, word-of-mouth marketing, attitudinal loyalty, price tolerance, behavioural loyalty. No significant relationship was found between satisfaction and complaining behaviour. This study is expected to highlight the influence of customer satisfaction on various loyalty dimensions in theB2B service industry in Turkey.

• Details
• Contents