Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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A Study on Relationship Quality Influencing Customer Value, Customer Satisfaction and Relationship Retention Intention in the B2B Transaction : Focused on Clients of PCB Manufacturing Corporation

B2B 거래관계에서 고객가치, 고객만족, 관계지속의도에 영향을 미치는 관계품질에 관한 연구 : PCB 제조기업의 고객사를 중심으로

  • 김민정 (국민대학교 데이터사이언스전공) ;
  • 이재광 (한국산업기술대학교 경영학부) ;
  • 정종관 (제이디엠(주))
  • Received : 2014.07.09
  • Accepted : 2014.10.06
  • Published : 2014.12.31
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Abstract

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows : First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.

Keywords

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