Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market

Larisa Kapustina () and Anna Babenkova ()

Economy of region, 2010, vol. 1, issue 4, 93 - 101

Abstract: The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company’s market performance. The research based on the works by Kano N., Lamben J.-J., Carter R., Parashuraman A., Zeitaml V. A., Berry L. L. and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of “Pnevmostroimashina†, JSC, on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced.

Keywords: customer satisfaction; customer expectation; b2b market; industrial products; business customer; method of customer satisfaction assessment; service level; product quality; questionnaire; respondent; market research; criterion importance; customer satisfa (search for similar items in EconPapers)
Date: 2010
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