Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023)

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Maximizing Customer Satisfaction in B2B and Its Impact on Cooperating Decision

Authors
Nabila Indira Indrianti1, *, Rahayu Lestari2
1Faculty Economic and Business, National University, Jakarta, Indonesia
2Faculty Economic and Business, National University, Jakarta, Indonesia
*Corresponding author.
Corresponding Author
Nabila Indira Indrianti
Available Online 2 May 2024.
DOI
10.2991/978-94-6463-394-8_5How to use a DOI?
Keywords
Service Quality; Transport Quality; Price Perception; Customer Satisfaction; Partnership Decisions
Abstract

This study seeks to evaluate the impact of service quality, transport quality, and price on customer satisfaction and their subsequent influence on partnership decisions within PT Elnusa Petrofin. Employing a survey methodology through questionnaires, the research involves a sample of 162 respondents. Results indicate that only transportation quality significantly and positively correlates with customer satisfaction in the business-to-business context. Furthermore, customer satisfaction is identified as a mediating factor between transportation quality and the decision to cooperate. In the realm of business-to-business industries, particularly in the oil sector, maintaining the quality of transportation fuel and service logistics emerges as crucial. This entails attention to elements such as timelines, fleet management, and security protocols. The integration of technology, specifically a proficient calculating system, is deemed essential for strategic planning and decision-making in configuring optimal logistics solutions. The findings underscore the importance of prioritizing transportation quality to enhance customer satisfaction and, subsequently, foster effective collaboration decisions in the dynamic landscape of B2B interactions within the oil industry.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
2 May 2024
ISBN
978-94-6463-394-8
ISSN
2352-5428
DOI
10.2991/978-94-6463-394-8_5How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nabila Indira Indrianti
AU  - Rahayu Lestari
PY  - 2024
DA  - 2024/05/02
TI  - Maximizing Customer Satisfaction in B2B and Its Impact on Cooperating Decision
BT  - Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023)
PB  - Atlantis Press
SP  - 52
EP  - 59
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-394-8_5
DO  - 10.2991/978-94-6463-394-8_5
ID  - Indrianti2024
ER  -