Effects of buyer-seller relationship quality and customer value on industrial customer satisfaction: A research on accommodation enterprises

Customer satisfaction has become one of the most important targets in terms of businesses with the adoption of modern marketing approach in enterprises. Customer satisfaction is also superior performance indicator that businesses seek to achieve in terms of customer loyalty and profitability in the long term. Furthermore, customer satisfaction differs between consumer and industrial markets. In this study, customer satisfaction and two variables affecting customer satisfaction and buyer-supplier relationship quality were examined in terms of industrial markets. The research was conducted on hotel enterprises. The research consists of five chapter. In the first chapter, the industrial markets and the purchasing characteristics of the enterprises involved in these markets are given. In the second part, the concept of industrial customer satisfaction is examined. In the third chapter, relations with suppliers of hotels are given in the context of supply chain management. In the fourth chapter, the perceived customer value in industrial enterprises is emphasized. In the last chapter, the methods and findings of the field research conducted on the hotel enterprises are included. Aim of this study is to determine level of satisfaction of hotel enterprises as an industrial customer. The other aim of the study is alsa examined the effects of perceived value and buyer-seller relationships quality on industrial customer satisfaction. However, the effect of the quality of the buyer-supplier relationship on the value perception of hotel businesses has also been investigated. The sample of the research consists of 320 four and five star hotels located in Antalya and Istanbul. The data obtained from the hotel enterprises were analyzed by statistical methods. Results indicate that buyer-seller relationship quality and perceived-value has an important effect on the industrial customer satisfaction. In addition, the quality of buyer-supplier relationship has a significant effect on perceived value. Keywords: Customer Satisfaction, Industrial (B2B) Customer Satisfaction, Buyer-Seller Relationships, Customer Value, Hotels.