The moderating effect of information support and technology support between quality and satisfaction: Focused on B2B market of medical instrument

Abstract

This study is intending to look into the effect of corporate continuous information support activity and technology support activity, which is shown by mostly by B2B enterprise dealing in products having high technological difficulty in medical industry, on customer satisfaction. The research results are as follows: First, this study confirmed again that even in case of B2B enterprise in medical instruments industry having high technological difficulty, product quality and service quality had a positive effect on customer satisfaction. Second, it was found that information support was more influential in case of high product/service quality. Third, even technology support was found to be more influential in case of high product/service quality. Accordingly, in order for B2B enterprise in medical instruments industry having high technological difficulty to improve marketing &brand competitiveness, it should carry out information support and technology support strategically on the basis of product &service quality control. ? 2017 International Information Institute.