Maximizing Customer Satisfaction in B2B and Its Impact on Cooperating Decision

Nabila Indira Indrianti and Rahayu Lestari
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Nabila Indira Indrianti: National University, Faculty Economic and Business
Rahayu Lestari: National University, Faculty Economic and Business

A chapter in Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023), 2024, pp 52-59 from Springer

Abstract: Abstract This study seeks to evaluate the impact of service quality, transport quality, and price on customer satisfaction and their subsequent influence on partnership decisions within PT Elnusa Petrofin. Employing a survey methodology through questionnaires, the research involves a sample of 162 respondents. Results indicate that only transportation quality significantly and positively correlates with customer satisfaction in the business-to-business context. Furthermore, customer satisfaction is identified as a mediating factor between transportation quality and the decision to cooperate. In the realm of business-to-business industries, particularly in the oil sector, maintaining the quality of transportation fuel and service logistics emerges as crucial. This entails attention to elements such as timelines, fleet management, and security protocols. The integration of technology, specifically a proficient calculating system, is deemed essential for strategic planning and decision-making in configuring optimal logistics solutions. The findings underscore the importance of prioritizing transportation quality to enhance customer satisfaction and, subsequently, foster effective collaboration decisions in the dynamic landscape of B2B interactions within the oil industry.

Keywords: Service Quality; Transport Quality; Price Perception; Customer Satisfaction; Partnership Decisions (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-394-8_5

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