Assessing industrial buyers' perceptions of quality and their effects on satisfaction

William J Qualls, JoséAntonio Rosa

Research output: Contribution to journalArticle

Abstract

Identifying and measuring the dimensions of perceived quality and their influence on customer satisfaction are important aspects of a firm's quality management efforts. In this study, we develop and test a framework for assessing the perceptions held by industrial buyers from different functional areas (e.g., engineering, purchasing) and the link between those perceptions and customer satisfaction. A procedure for identifying the dimensions of quality and using them to target the industrial marketer's quality improvements is discussed, and the results of testing this methodology are presented. The results suggest that a potentially unique set of quality factors can be used to assess each vendor and that these factors vary across functional area.

Original languageEnglish (US)
Pages (from-to)359-368
Number of pages10
JournalIndustrial Marketing Management
Volume24
Issue number5
DOIs
StatePublished - Oct 1995

ASJC Scopus subject areas

  • Marketing

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