Title: Key factors of service quality of B-2-B technology providers

Authors: Fredric William Swierczek; Theerawut Monta

Addresses: Thammasat Business School, Thammasat University, Bangkok, Thailand ' School of Management, Asian Institute of Technology, Pathumthani, Thailand

Abstract: Empirical studies of B-2-B service quality in B-2-B are rare, particularly in banking and telecom. This paper analyses the key factors of service quality of a technology provider for banking and telecommunications. It considers how service quality relates to the decision criteria of IT executives in these sectors for the selection of a technology provider in an emerging market. 597 IT executives in banks and telecom companies in Thailand were surveyed. Data analysis was conducted using structural equation modelling. The value of an adapted SERVQUAL/SERVPERF in B-2-B is confirmed by the bank and telecom executives. Importance based on the SERVQUAL/SERVPERF dimensions was strongly related. Expectations including customer responsiveness were second in importance. Influence of the provider was related to the decision. Executives indicated that service quality was not enough to make the decision to award a service contract. Technology providers should enhance their service quality capability and collaboration.

Keywords: B-2-B; IT service support; emerging market; banking; telecommunications; SERVQUAL.

DOI: 10.1504/IJSOM.2021.114250

International Journal of Services and Operations Management, 2021 Vol.38 No.4, pp.508 - 535

Received: 10 Jul 2018
Accepted: 15 Apr 2019

Published online: 15 Apr 2021 *

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