Abstract:

Customer satisfaction is a phenomenon that is often studied from the point of view of the final customers in the marketing text. Customer satisfaction is also a matter of business. In this study, customer satisfaction was studied in the context of industrial customers. The purpose of the research is to identify the impact of hotel enterprises and their relations with their suppliers on satisfaction levels as an industrial buyer. For this purpose, a field research was carried out on 320 four-five-star cities and resort hotels operating in Turkey. The data obtained from the research was analyzed by statistical methods. Research findings show that hotel companies are generally satisfied with their suppliers. However, it has been found that the quality variables of the buyer-supplier relationship have a meaningful and positive impact on the industrial customer satisfaction.