B2B market satisfaction and loyalty assessment with an emphasis on the provision of technological solutions

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F25%3A43977702" target="_blank" >RIV/49777513:23510/25:43977702 - isvavai.cz</a>

Result on the web

<a href="https://msijournal.com/wp-content/uploads/2026/01/MSI_v20_iss4.pdf" target="_blank" >https://msijournal.com/wp-content/uploads/2026/01/MSI_v20_iss4.pdf</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.46286/msi.2025.20.4.3" target="_blank" >10.46286/msi.2025.20.4.3</a>

Result language

angličtina

Original language name

B2B market satisfaction and loyalty assessment with an emphasis on the provision of technological solutions

Original language description

This paper aims to present the results of customer satisfaction and loyalty research in the B2B market, focusing on the provision of technological services by a selected innovative company. Customer loyalty is the ultimate goal of all customer relationship management (CRM) efforts. For their evaluation, both loyalty and satisfaction need to be tracked and measured. One of the instruments for measuring loyalty is the Net Promoter Score, which we have employed in our research. Customer satisfaction is usually measured using a customer satisfaction index. This research draws on the European Customer Satisfaction Index (ECSI) using seven variables or factors affecting satisfaction (image, expectations, perceived product quality, perceived value, complaints), cumulative customer satisfaction, and the consequence of satisfaction – customer loyalty. The research results demonstrate that, in order to achieve a high level of satisfaction and loyalty in the B2B market, it is important to regularly assess customer needs, monitor competition, and continuously improve products and complementary services. Customer satisfaction in the B2B market is primarily affected by trust in the business partner, communication, professionalism, product quality, and the terms of delivery. In addition, loyalty as the ultimate level of customer relationship is determined by an excellent customer experience and additional values within the extended product, all of which can significantly distinguish the company from its market competitors.This study addresses the gap in B2B market satisfaction research with a particular focus on the technology industry.

Czech name

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Czech description

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Type

J_ost - Miscellaneous article in a specialist periodical

CEP classification

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OECD FORD branch

50204 - Business and management

Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2025

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Marketing Science &amp; Inspirations

ISSN

1338-7944

e-ISSN

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Volume of the periodical

20

Issue of the periodical within the volume

4

Country of publishing house

SK - SLOVAKIA

Number of pages

14

Pages from-to

26-39

UT code for WoS article

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EID of the result in the Scopus database

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