Relationship between Business-to-Business Service Quality and Loyalty : An Application of the IMP Model

Choi, Ja-Young; Park, Ju-Young

Journal of Korean Society for Quality Management > Volume 35(1); 2007 > Article

Journal of Korean Society for Quality Management 2007;35(1): 124-.

B2B 산업재 거래에서 서비스 품질 측정과 충성도와의 관계

최자영, 박주영

숭실대학교

Relationship between Business-to-Business Service Quality and Loyalty : An Application of the IMP Model

Ja-Young Choi, Ju-Young Park

Soongsil University

ABSTRACT

This study investigated the relationship between business-to-business service quality and loyalty by applying the IMP (International/Industrial Marketing and Purchasing Group) model. The study found that six dimensions of service quality which were product exchange, financial exchange, information exchange, social exchange, cooperation, and adaptation explained B2B service quality very well. More specifically, the study found that service quality dimensions of social exchange, cooperation, and adaptation were more important than those of product exchange, financial exchange, and information exchange. The study also found a positive relationship between service quality and loyalty. In fact, organizational buyers appeared to show greater loyalty as they perceived service quality better.

Key Words: B2B;business-to-business;Service quality;IMP model;loyalty;