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Important attributes influencing B2B customer value in the EMS market
Karlstad University. Karlstad University, Faculty of Economic Sciences, Communication and IT.
Karlstad University, Faculty of Economic Sciences, Communication and IT.
2011 (English)Independent thesis Advanced level (degree of Master (One Year)), 15 credits / 22,5 HE creditsStudent thesis
Abstract [en]

The thesis presents a study on important attributes which should be considered by the supplier in buying situations in the electronic manufacturing services (EMS) market. Hence, the importance level of attributes is investigated to see which attributes are more or less important when business-to-business (B2B) customers place an order. This can be interpreted as the relationship between the created value and the accompanying cost. For the success of this research work, both the qualitative and quantitative methods need to be applied. The importance of nine aspects is examined including: payment term, warranty, brand, product quality, delivery, packaging, certificates, supporting service and after-sales service. To identify which one is significant, a classification of the twenty-three attributes covering the nine aspects is conducted using Kano’s evaluation table. The findings through this research indicate that delivery, product quality and supporting service are the three most important aspects. A focus on these aspects is supposed to help the company to get value for the customers and also bring significant benefits for that company.

Place, publisher, year, edition, pages
Keyword [en]
customer value, B2B customers, electrronic manufacturing services market
National Category
Economics and Business
URN: urn:nbn:se:kau:diva-7521OAI: diva2:422548
Subject / course
Business Administration
Social and Behavioural Science, Law
Available from: 2011-06-23 Created: 2011-06-12 Last updated: 2011-06-23Bibliographically approved

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Important Attributes Influencing B2B Customer Value in the EMS Market - Lutz, A. / Nguyen, V.(2141 kB)1357 downloads
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Karlstad UniversityFaculty of Economic Sciences, Communication and IT
Economics and Business

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