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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

Author

Listed:
  • P.S. Raychaudhuri

    (P.S. Raychaudhuri is Assistant Professor at Department of Management, Jamia Hamdard University, New Delhi, India. E-mail: psray61@rediffmail.com)

  • Rahela Farooqi

    (Rahela Farooqi is Associate Professor at Centre for Management Studies, Jamia Millia Islamia University, New Delhi, India. E-mail: rahela.farooqi@gmail.com)

Abstract

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.

Suggested Citation

  • P.S. Raychaudhuri & Rahela Farooqi, 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," Global Business Review, International Management Institute, vol. 14(3), pages 507-527, September.
    • Handle: RePEc:sae:globus:v:14:y:2013:i:3:p:507-527
    DOI: 10.1177/0972150913496883
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    References listed on IDEAS

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