The quality perception of the manufacturer companies in the industrial markets and the evaluation of the service quality in terms of trust and satisfaction

This research discusses buyer and seller relations in industrial markets with regard to manufacturing and supplier businesses. In this research, the effect of the supplier businesses' service quality on the general service quality perception of the manufacturing businesses; the effect of the general service quality perception of the manufacturing businesses on trust and satisfaction towards the supplier businesses; and the effect of the trust in the supplier businesses on the satisfaction towards supplier businesses are examined. The study also discusses whether service quality, general service quality perception, trust and satisfaction differ with respect to the characteristics of the manufacturing businesses. The research was applied to the manufacturing businesses in Elazığ. As a result of the research, it has been determined that the service quality of the supplier businesses effects the general service quality perception of the manufacturing businesses; the general service quality perception of the manufacturing businesses effects the trust and satisfaction towards the supplier businesses; and the trust in the supplier businesses effects the satisfaction towards the supplier businesses. In addition, the study has shown that the general service quality perception of the manufacturing businesses, the trust in the supplier businesses and the satisfaction towards the supplier businesses differ according to the age of the manufacturing businesses. Finally, it has been found that the general service quality perception of the manufacturing businesses and the trust towards the supplier businesses differ according to the number of suppliers that the manufacturing businesses work with. Key Words: industrial marketing, service quality, general service quality perception, trust, satisfaction