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Analysis of customer switching barriers in B2B market & price perception toward customer satisfaction and customer loyalty: a study of Tropical palm oil market in Tangerang

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The purpose of this research is to study and analyze the switching behavior and price perception amongst customers in the business-to-business (b2b) services sector and its impact towards the customer satisfaction and customer loyalty. A quantitative study was conducted, with 150 personal interviews undertaken with store owners or buying decision makers who are active customers of pt. Tsi in 2013. The respondents belonged to wholesalers, retailers, jobbers, and industrial business who sell palm oil brand tropical in tangerang area. Practical implications - this study is important for those firms who have many prospective switchers because it is important to understand why these customers stay, and to what extent such firms can discourage such customers from leaving in both positive and negative ways. For those service firms that are attempting to attract these prospective switchers, an understanding of why they do not switch is important, as it will enable them to develop strategies to overcome these switching barriers and gain market share. Originality/value - this research is the first study to investigate in a single model a range of barriers to switching in a b2b services context.

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Availability

M00262

(wh)

Available

Detail Information

Series Title

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Call Number

262

Publisher

: Swiss German University., 2013

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

MBA

Specific Detail Info

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Statement of Responsibility

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