Improving Quality of B2B Customer Satisfaction Using Innovative Predictive Model
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216305%3A26510%2F26%3A0200394" target="_blank" >RIV/00216305:26510/26:0200394 - isvavai.cz</a>
Result on the web
<a href="https://www.webofscience.com/wos/woscc/full-record/WOS:001630786700004" target="_blank" >https://www.webofscience.com/wos/woscc/full-record/WOS:001630786700004</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.12776/qip.v29i3.2262" target="_blank" >10.12776/qip.v29i3.2262</a>
Alternative languages
Result language
čeština
Original language name
Improving Quality of B2B Customer Satisfaction Using Innovative Predictive Model
Original language description
Purpose: This paper presents a predictive model for strategic management of B2B customer satisfaction, designed for Quality 5.0 challenges and situations with limited data. Methodology/Approach: A two-phase methodology was used. In the first phase, the methodology identifies key quality factors using focus groups and online surveys. In the second phase, a trend model is derived from a numerical correlation matrix that describes all past and possible future states of the system. Findings: The results show two main strategies (dynamic and conservative) for transitioning from declining satisfaction to growth. It was found that this goal can be achieved by managing fully controllable factors such as website navigation, information complexity, and graphic design quality. Research Limitations/Implications: By focusing on qualitative scenarios, the model is effective in environments with insufficient data and opens up possibilities for future expansion with fuzzy logic. Originality/Value of Paper: The presented model is an innovative formal tool that complements existing quantitative methods in areas where data is lacking. Its value lies in its function as a strategic management simulator that converts qualitative descriptions of trends into structured action scenarios, thereby strengthening managerial decision-making in the context of Quality 5.0. Category: Research paper
Czech name
Improving Quality of B2B Customer Satisfaction Using Innovative Predictive Model
Czech description
Purpose: This paper presents a predictive model for strategic management of B2B customer satisfaction, designed for Quality 5.0 challenges and situations with limited data. Methodology/Approach: A two-phase methodology was used. In the first phase, the methodology identifies key quality factors using focus groups and online surveys. In the second phase, a trend model is derived from a numerical correlation matrix that describes all past and possible future states of the system. Findings: The results show two main strategies (dynamic and conservative) for transitioning from declining satisfaction to growth. It was found that this goal can be achieved by managing fully controllable factors such as website navigation, information complexity, and graphic design quality. Research Limitations/Implications: By focusing on qualitative scenarios, the model is effective in environments with insufficient data and opens up possibilities for future expansion with fuzzy logic. Originality/Value of Paper: The presented model is an innovative formal tool that complements existing quantitative methods in areas where data is lacking. Its value lies in its function as a strategic management simulator that converts qualitative descriptions of trends into structured action scenarios, thereby strengthening managerial decision-making in the context of Quality 5.0. Category: Research paper
Classification
Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
—
OECD FORD branch
50204 - Business and management
Result continuities
Project
—
Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Quality Innovation Prosperity-Kvalita Inovacia Prosperita
ISSN
1335-1745
e-ISSN
1338-984X
Volume of the periodical
29
Issue of the periodical within the volume
3
Country of publishing house
SK - SLOVAKIA
Number of pages
36
Pages from-to
56-91
UT code for WoS article
001630786700004
EID of the result in the Scopus database
2-s2.0-105025259292