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首页> 外文期刊>British Food Journal >Drivers of customer satisfaction in business-to-business relationships: A case study of Norwegian fish exporting companies operating globally
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Drivers of customer satisfaction in business-to-business relationships: A case study of Norwegian fish exporting companies operating globally

机译：企业对企业关系中客户满意度的驱动因素：以全球运营的挪威鱼品出口公司为例

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Purpose - Customer satisfaction is perceived as being a key driver of long-term relationships between suppliers and buyers, especially when customers are well acquainted with products and markets, and when industries are highly competitive, as is the case for Norwegian fish exporters. The purpose of this paper is to identify the most influential drivers (antecedents) of customer satisfaction. Design/methodology/approach - The data source is a market survey. Items measuring customer satisfaction as well as importance and performance (satisfaction) of drivers of customer satisfaction have been included in a questionnaire answered by 128 customers from approximately 25 countries, and analysed by use of multiple regression, factor analyses and importance-performance grids. Findings - Managers of the exporting companies should provide quality products and focus on service quality aspects in order to attain a high level of customer satisfaction. Prices have not been identified as satisfiers; however, according to the item-based importance-performance grid, competitive prices are important and can perhaps be perceived as "hygienes", focusing more on what is important for customer loyalty. Research limitations/implications - The research should be expanded to other business-to-business contexts (industries). Practical implications - The study gives practical insight regarding drivers of customer satisfaction so that key success factors for the future can be identified. Originality/value - Few studies focus both on importance and performance (explicit and implicit importance) of drivers of customer satisfaction. By allocating resources in a cost-effective way to activities that are key drivers for customer satisfaction, managers may attain increased customer satisfaction, increased customer loyalty and increased customer profitability in the future.
机译：目的-客户满意度被认为是供应商与买方之间长期关系的关键驱动力，尤其是当客户熟悉产品和市场，以及行业竞争激烈时（如挪威鱼品出口商）。本文的目的是确定最有影响力的客户满意度驱动因素（先驱）。设计/方法/方法-数据源是市场调查。来自约25个国家/地区的128位客户回答了一个调查问卷，其中包括测量客户满意度以及重要性和绩效（满意度）的项目，并使用多元回归，因子分析和重要性－绩效网格进行了分析。调查结果-出口公司的经理应提供优质的产品，并专注于服务质量方面，以达到较高的客户满意度。价格尚未确定令人满意。但是，根据基于项目的重要性绩效网格，具有竞争力的价格很重要，并且可能被视为“卫生”，而更多地关注对客户忠诚度至关重要的方面。研究的局限性/意义-研究应扩展到其他企业对企业环境（行业）。实际意义-该研究提供了有关客户满意度驱动因素的实际见解，以便可以确定未来的关键成功因素。原创性/价值-很少有研究关注客户满意度驱动因素的重要性和绩效（显性和隐性重要性）。通过以具有成本效益的方式将资源分配给那些促使客户满意的关键活动，经理们可以在将来获得更高的客户满意度，更高的客户忠诚度和更高的客户利润率。

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