The Effects of Buyer-Seller Relationship Quality on Industrial Customer Satisfaction: A Research on Hotels

Abstract

In the marketing literature, customer satisfaction has generally examined in terms of ultimate customers. Customer satisfaction is also valid for enterprises. In this study, customer satisfaction has examined in terms of industrial customers. Aim of the study is to determine effects of relationships hotels and their suppliers on level of satisfaction. With this purpose, an empirical research was carried out on 320 four and five stars hotels that located in Antalya and Istanbul in Turkey. Data obtained from the survey was analysed by statistical methods. Results indicated that hotels satisfied with their suppliers. However, findings suggested that buyer-supplier relationships has also positive and significant effects on industrial customer satisfaction.