<abstract xmlns="http://www.w3.org/1999/xhtml">

<sec><h3>Background</h3>
<p>Despite the recognised benefits of IT, we still know very little about how the perceived utilisation of IT-enabled information by suppliers is linked to customer satisfaction in B2B markets.</p>
</sec>
<sec><h3>Objectives</h3>
<p>To address this gap, this study develops a research model, which is then tested through a web-based survey of transport firms’ customers.</p>
</sec>
<sec><h3>Methods/Approach</h3>
<p>A web-based survey was conducted in Slovenia. The target population for this study was all export firms that utilise transport services.</p>
</sec>
<sec><h3>Results</h3>
<p>The study makes two key contributions to B2B marketing literature. First, results show that the more a supplier is perceived to utilise IT-enabled information in the service process, the less emphasis its customers place on prices when it comes to determining their satisfaction. Second, the results suggest that customers view the utilisation of IT-enabled information by suppliers of B2B services as a value-adding capability that boosts service quality perceptions.</p>
</sec>
<sec><h3>Conclusions</h3>
<p>Interestingly, although we expected that perceived utilisation of IT-enabled information would also increase the importance of service quality in forming customer satisfaction, the results suggested that this was not the case. Drawing on service quality literature, the study offers possible explanations.</p>
</sec>
</abstract>

Background
Despite the recognised benefits of IT, we still know very little about how the perceived utilisation of IT-enabled information by suppliers is linked to customer satisfaction in B2B markets.

Objectives
To address this gap, this study develops a research model, which is then tested through a web-based survey of transport firms’ customers.

Methods/Approach
A web-based survey was conducted in Slovenia. The target population for this study was all export firms that utilise transport services.

Results
The study makes two key contributions to B2B marketing literature. First, results show that the more a supplier is perceived to utilise IT-enabled information in the service process, the less emphasis its customers place on prices when it comes to determining their satisfaction. Second, the results suggest that customers view the utilisation of IT-enabled information by suppliers of B2B services as a value-adding capability that boosts service quality perceptions.

Conclusions
Interestingly, although we expected that perceived utilisation of IT-enabled information would also increase the importance of service quality in forming customer satisfaction, the results suggested that this was not the case. Drawing on service quality literature, the study offers possible explanations.

How a Perceived Utilisation of IT-enabled Information shapes Customer Satisfaction in B2B arkets

Business Systems Research Journal

This work is licensed under the Creative Commons Attribution 4.0 International License.

Background
Despite the recognised benefits of IT, we still know very little about how the perceived utilisation of IT-enabled information by suppliers is...

How a Perceived Utilisation of IT-enabled Information shapes Customer Satisfaction in B2B arkets

Published Online: Apr 25, 2024

Page range: 81 - 101

Received: Nov 15, 2023

Accepted: Dec 30, 2023

DOI: https://doi.org/10.2478/bsrj-2023-0013

Keywords
customer satisfaction, information technology, information utilisation, B2B, service quality, price

© 2023 Andreja Habjan, published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

How a Perceived Utilisation of IT-enabled Information shapes Customer Satisfaction in B2B arkets

Published Online: Apr 25, 2024

Page range: 81 - 101

Received: Nov 15, 2023

Accepted: Dec 30, 2023

DOI: https://doi.org/10.2478/bsrj-2023-0013

Keywordscustomer satisfaction, information technology, information utilisation, B2B, service quality, price

© 2023 Andreja Habjan, published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
customer satisfaction, information technology, information utilisation, B2B, service quality, price