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

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.