Factors affecting satisfaction of B2B customer: an exploratory study on Sun Trading Co. (BD).

Abstract

Textile and clothing industry is a source of economic growth in Bangladesh. Bangladesh is the second largest apparel exporter of western brands. Only five percent of the factories owned by the foreign investor and most of the production control by the local investors. Sun Trading CO. (BD), is the one of the most competent and well established textile machinery, accessories and spare parts organization in Bangladesh. They import textile machinery, accessories and spare parts from Europe, Asia and China. Basically their business model is business to business (B2B). Their customers are clothing brands, textile and clothing industry owner. I have worked in this organization as an intern and to know their customer’s satisfaction level I have conducted survey. The main objective of the survey is to find out the factors which are affecting the customer satisfaction and from the survey found that Sun Trading CO. (BD), should emphasize on their after sales service and warranty service as study result shows that these are the neglected factors.