engleski

ANALYSIS OF THE EFFECT OF PERCEIVED SERVICE QUALITY TO THE RELATIONSHIP QUALITY ON THE BUSINESS-TO-BUSINESS MARKET

The topic of the paper is focused on elaborating the impact of perceived service quality on the relationship quality at the business-to-business market. The purpose of the research is twofold. First, to expand the findings of only a few studies on the relationship between these variables (Caceres and Paparoidamis, 2007, Woo and Ennew, 2004, Wong and Sohal, 2002), as there is no consensus on the nature of their relationship. The second is to deepen the theoretical understanding of the impact of service quality model on the relationship quality. The main research problem is how and to what extent the perceived service quality affects the relationship quality at the B2B market. The investigation of the use of financial services was conducted on a basic set of all hotels in Croatia. The model was tested using correlation analysis. The results of the research confirm the value and applicability of the conceptual model tested at the under-researched field of "service to service" marketing

Business-to-business marketing; perceived service quality; relationship quality; financial service; hotel sector in Croatia

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