Although models of service quality and customer satisfaction have been well researched within the consumer goods and services area, much less attention has been paid to high involvement business-to-business service satisfaction. The objective of this study is to contribute to this stream of research through a survey of customers of the Norwegian Institute of Fisheries and Aquaculture. Information on which factors are the determinants of customer satisfaction is important to consultants since customer satisfaction is what the service business depends on for repeat business. In this study we found that customer satisfaction is mostly influenced by the perceived competence of the consultant and the technical reliability demonstrated in the project. However, the perceived service quality is also influenced by the way the customer is treated during the service production process.
Oekonomisk Fiskeriforskning, 1999, Vol 9, Issue 2, p. 97-107