Buyer satisfaction and loyalty - Evidence from the industrial goods market

Hishamuddin Ismail, Zaharah Bakar, Aliah Hanim M Salleh

    Research output: Contribution to journalArticle

    1 Citation (Scopus)

    Abstract

    What makes organizational buyers of products satisfied? To what extent does customer satisfaction imply customer loyalty in the industrial goods market? Past research have shown the dire need for marketers to seek and manage the right ingredients of customer satisfaction as a vital means of building customer loyalty. Past satisfaction-loyalty studies were predominantly in the consumer goods and services contexts. This study aims to fill the dearth in research in the industrial goods context. By using evidence from a sample of buyers of one supplier of semiconductor products in the industrial goods market, this study seeks to further understand the dynamics of this complex satisfaction-loyalty relationship. The best predictor of buyer satisfaction in this industrial market is found to be cost of ownership, while other determinants - service quality, product quality and delivery aspects are found to be positively linked with overall buyer satisfaction. Suggestions for future research are also given to address the present study's limitations.

    Original languageEnglish
    Pages (from-to)47-61
    Number of pages15
    JournalJurnal Pengurusan
    Volume25
    Publication statusPublished - Jul 2006

    Fingerprint

    Buyers
    Loyalty
    Customer satisfaction
    Customer loyalty
    Consumer services
    Suppliers
    Predictors
    Marketers
    Semiconductors
    Service quality
    Costs
    Ownership
    Product quality
    Industrial markets

    ASJC Scopus subject areas

    • Business, Management and Accounting (miscellaneous)
    • Accounting
    • Business and International Management

    Cite this

    Ismail, H., Bakar, Z., & Salleh, A. H. M. (2006). Buyer satisfaction and loyalty - Evidence from the industrial goods market. Jurnal Pengurusan, 25, 47-61.

    Buyer satisfaction and loyalty - Evidence from the industrial goods market. / Ismail, Hishamuddin; Bakar, Zaharah; Salleh, Aliah Hanim M.

    In: Jurnal Pengurusan, Vol. 25, 07.2006, p. 47-61.

    Research output: Contribution to journalArticle

    Ismail, H, Bakar, Z & Salleh, AHM 2006, 'Buyer satisfaction and loyalty - Evidence from the industrial goods market', Jurnal Pengurusan, vol. 25, pp. 47-61.
    Ismail, Hishamuddin ; Bakar, Zaharah ; Salleh, Aliah Hanim M. / Buyer satisfaction and loyalty - Evidence from the industrial goods market. In: Jurnal Pengurusan. 2006 ; Vol. 25. pp. 47-61.
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