CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE

Abstract

The importance of services for companies is significant and still increasing. Customers expect fulfil-ment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abili-ties created by the entire supply system with a dynamic structure. Therefore, it is necessary to under-stand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of eval-uation of the service quality by the customers purchasing products of a selected company, the paper identifies the deciding parameters and methods of customer service quality assessment in the B2B market from the buyer’s perspective.