Factorial Analysis for Inducing B to B to C Customer-Satisfaction Model

Abstract

In B to B (business to business) or B to C (business to consumer) transaction of products and services, interactions between sellers (business-side) and buyers (consumer-side) are formulated respectively. In this study, B to B to C customer-satisfaction model is proposed as a unified customer value-chain through B to B to C, after extracting and structuring relationship of customer-satisfaction factors in B to B interaction and in B to C interaction.