A Study on the Effects of Dimensions of Service Quality on Customer Satisfaction in the Indian IT Hardware Industry with Special Emphasis on Medium Size B2B Sector
Restricted accessResearch articleFirst published online September, 2013
A Study on the Effects of Dimensions of Service Quality on Customer Satisfaction in the Indian IT Hardware Industry with Special Emphasis on Medium Size B2B Sector
The study conducted among the information technology users in business organizations in
Delhi and NCR, addressed the issues of service quality and its impact on long-term
customer satisfaction from an interaction approach and relationship marketing perspective
in the medium size B2B sector. The objectives include identification of important customer
requirements and service attributes that signify internal processes and customer
interaction. It reveals that, service improvements and technical preparedness emerge as
new dimensions apart from the applicability of dual aspects of Gronroos’ perceived service
quality model—technical and functional dimensions.
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