A Study on the Effects of Dimensions of Service Quality on Customer Satisfaction in the Indian IT Hardware Industry with Special Emphasis on Medium Size B2B Sector

P.S. Raychaudhuri and Rahela Farooqi
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P.S. Raychaudhuri: P.S. Raychaudhuri is Assistant Professor at Department of Management, Jamia Hamdard University, New Delhi, India. E-mail: psray61@rediffmail.com
Rahela Farooqi: Rahela Farooqi is Associate Professor at Centre for Management Studies, Jamia Millia Islamia University, New Delhi, India. E-mail: rahela.farooqi@gmail.com

Global Business Review, 2013, vol. 14, issue 3, 507-527

Abstract: The study conducted among the information technology users in business organizations in Delhi and NCR, addressed the issues of service quality and its impact on long-term customer satisfaction from an interaction approach and relationship marketing perspective in the medium size B2B sector. The objectives include identification of important customer requirements and service attributes that signify internal processes and customer interaction. It reveals that, service improvements and technical preparedness emerge as new dimensions apart from the applicability of dual aspects of Gronroos’ perceived service quality model—technical and functional dimensions.

Keywords: Service quality; after-sales service; service improvement; technical preparedness; customer satisfaction; business markets; information technology (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:sae:globus:v:14:y:2013:i:3:p:507-527

DOI: 10.1177/0972150913496883

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