Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective

The paper aims to take a novel look customer satisfaction with B2B service through the lens of perception quality criterions. By literature review, models define sets key factors, however, do not rank them by significance. Based on AHP analysis expert interview results, we argue that current reflect business perceptions partially. This is gap in knowledge this study seeks fill. criterions play role building positive balance between customers’ expected and perceived value services. Thus, propose model factors divided into essential, significant, sufficient, marginal according their level may encourage academics understand criteria only as generic but also at importance themselves relation each other. In aspect practical implication, can help enterprises rationally manage resources set priorities achieve and, hence, ensure organization sustainability more effective organizational resource management. benefit customers when considering providers capable delivering which meets expectations.