IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i12p7437-d841459.html
   My bibliography  Save this article

Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective

Author

Listed:
  • Agota Giedrė Raišienė

    (Institute of Management and Political Science, Faculty of Public Governance and Business, Mykolas Romeris University, 08303 Vilnius, Lithuania)

  • Simonas Juozapas Raišys

    (LLC Bridge2Apex, 06325 Vilnius, Lithuania)

Abstract

The paper aims to take a novel look to customer satisfaction with B2B service through the lens of customer perception of service quality criterions. By literature review, service quality models define sets of key factors, however, do not rank them by significance. Based on AHP analysis of expert interview results, we argue that the current models of service quality reflect business customer perceptions partially. This is a gap in B2B service quality knowledge that this study seeks to fill. The quality criterions play a role in building a positive balance between the customers’ expected and perceived value of services. Thus, we propose the model of customer satisfaction with factors divided into essential, significant, sufficient, and marginal according to their level of significance. The model may encourage academics to understand customer satisfaction criteria in service quality not only as generic sets but also at the importance of the criteria themselves in relation to each other. In the aspect of practical implication, the model can help B2B enterprises to rationally manage resources on set quality priorities to achieve customer satisfaction and, hence, to ensure organization sustainability by more effective organizational resource management. The model also can benefit B2B customers when considering service providers capable of delivering service quality which meets the expectations.

Suggested Citation

  • Agota Giedrė Raišienė & Simonas Juozapas Raišys, 2022. "Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective," Sustainability, MDPI, vol. 14(12), pages 1-16, June.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:12:p:7437-:d:841459
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/12/7437/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/12/7437/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Vithya Leninkumar, 2017. "The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 450-465, April.
    2. Liang, Fuqi & Brunelli, Matteo & Rezaei, Jafar, 2020. "Consistency issues in the best worst method: Measurements and thresholds," Omega, Elsevier, vol. 96(C).
    3. Chris McGivern, 1983. "Some Facets Of The Relationship Between Consultants And Clients In Organizations," Journal of Management Studies, Wiley Blackwell, vol. 20(3), pages 367-386, July.
    4. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
    5. Giao, Ha Nam Khanh & Trang, Nguyen Doan, 2010. "Developing dimensions to Measure the Quality of Construction Project Management Service," OSF Preprints 3c2vz, Center for Open Science.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Madjid Tavana & Mehdi Soltanifar & Francisco J. Santos-Arteaga, 2023. "Analytical hierarchy process: revolution and evolution," Annals of Operations Research, Springer, vol. 326(2), pages 879-907, July.
    2. Fontana, Veronika & Ebner, Manuel & Schirpke, Uta & Ohndorf, Markus & Pritsch, Hanna & Tappeiner, Ulrike & Kurmayer, Rainer, 2023. "An integrative approach to evaluate ecosystem services of mountain lakes using multi-criteria decision analysis," Ecological Economics, Elsevier, vol. 204(PA).
    3. Mohammed Mojahid Hossain Chowdhury & Ziaul Haque Munim, 2023. "Dry port location selection using a fuzzy AHP-BWM-PROMETHEE approach," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 25(2), pages 301-329, June.
    4. Banai, Reza, 2010. "Evaluation of land use-transportation systems with the Analytic Network Process," The Journal of Transport and Land Use, Center for Transportation Studies, University of Minnesota, vol. 3(1), pages 85-112.
    5. Fatih Yiğit & Şakir Esnaf, 2021. "A new Fuzzy C-Means and AHP-based three-phased approach for multiple criteria ABC inventory classification," Journal of Intelligent Manufacturing, Springer, vol. 32(6), pages 1517-1528, August.
    6. Rachele Corticelli & Margherita Pazzini & Cecilia Mazzoli & Claudio Lantieri & Annarita Ferrante & Valeria Vignali, 2022. "Urban Regeneration and Soft Mobility: The Case Study of the Rimini Canal Port in Italy," Sustainability, MDPI, vol. 14(21), pages 1-27, November.
    7. Junnan Wu & Xin Liu & Dianqi Pan & Yichen Zhang & Jiquan Zhang & Kai Ke, 2023. "Research on Safety Evaluation of Municipal Sewage Treatment Plant Based on Improved Best-Worst Method and Fuzzy Comprehensive Method," Sustainability, MDPI, vol. 15(11), pages 1-15, May.
    8. Lin, Sheng-Hau & Zhao, Xiaofeng & Wu, Jiuxing & Liang, Fachao & Li, Jia-Hsuan & Lai, Ren-Ji & Hsieh, Jing-Chzi & Tzeng, Gwo-Hshiung, 2021. "An evaluation framework for developing green infrastructure by using a new hybrid multiple attribute decision-making model for promoting environmental sustainability," Socio-Economic Planning Sciences, Elsevier, vol. 75(C).
    9. Pishchulov, Grigory & Trautrims, Alexander & Chesney, Thomas & Gold, Stefan & Schwab, Leila, 2019. "The Voting Analytic Hierarchy Process revisited: A revised method with application to sustainable supplier selection," International Journal of Production Economics, Elsevier, vol. 211(C), pages 166-179.
    10. Seung-Jin Han & Won-Jae Lee & So-Hee Kim & Sang-Hoon Yoon & Hyunwoong Pyun, 2022. "Assessing Expected Long-term Benefits for the Olympic Games: Delphi-AHP Approach from Korean Olympic Experts," SAGE Open, , vol. 12(4), pages 21582440221, December.
    11. Denys Yemshanov & Frank H. Koch & Yakov Ben‐Haim & Marla Downing & Frank Sapio & Marty Siltanen, 2013. "A New Multicriteria Risk Mapping Approach Based on a Multiattribute Frontier Concept," Risk Analysis, John Wiley & Sons, vol. 33(9), pages 1694-1709, September.
    12. Seyed Rakhshan & Ali Kamyad & Sohrab Effati, 2015. "Ranking decision-making units by using combination of analytical hierarchical process method and Tchebycheff model in data envelopment analysis," Annals of Operations Research, Springer, vol. 226(1), pages 505-525, March.
    13. V. Srinivasan & G. Shainesh & Anand K. Sharma, 2015. "An approach to prioritize customer-based, cost-effective service enhancements," The Service Industries Journal, Taylor & Francis Journals, vol. 35(14), pages 747-762, October.
    14. Mónica García-Melón & Blanca Pérez-Gladish & Tomás Gómez-Navarro & Paz Mendez-Rodriguez, 2016. "Assessing mutual funds’ corporate social responsibility: a multistakeholder-AHP based methodology," Annals of Operations Research, Springer, vol. 244(2), pages 475-503, September.
    15. Jitendar Kumar Khatri & Bhimaraya Metri, 2016. "SWOT-AHP Approach for Sustainable Manufacturing Strategy Selection: A Case of Indian SME," Global Business Review, International Management Institute, vol. 17(5), pages 1211-1226, October.
    16. Vlachokostas, Ch. & Michailidou, A.V. & Achillas, Ch., 2021. "Multi-Criteria Decision Analysis towards promoting Waste-to-Energy Management Strategies: A critical review," Renewable and Sustainable Energy Reviews, Elsevier, vol. 138(C).
    17. Cui, Ye & E, Hanyu & Pedrycz, Witold & Fayek, Aminah Robinson, 2022. "A granular multicriteria group decision making for renewable energy planning problems," Renewable Energy, Elsevier, vol. 199(C), pages 1047-1059.
    18. Jha, Madan K. & Chowdary, V.M. & Kulkarni, Y. & Mal, B.C., 2014. "Rainwater harvesting planning using geospatial techniques and multicriteria decision analysis," Resources, Conservation & Recycling, Elsevier, vol. 83(C), pages 96-111.
    19. Om Prakash Mishra & Mahesh Chand & Krishan Kumar & Prashant Mishra, 2023. "Investigating applicability of green supply chain management in manufacturing sectors," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 14(4), pages 1183-1196, August.
    20. David Han-Min Wang & Quang Linh Huynh, 2013. "Mediating Role of Knowledge Management in Effect of Management Accounting Practices on Firm Performance," Journal of Knowledge Management, Economics and Information Technology, ScientificPapers.org, vol. 3(3), pages 1-10, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:12:p:7437-:d:841459. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.