Kundnöjdhetens påverkan på inköpsbeslut : Fallstudie av vilken påverkan kundnöjdhet har för inköpsbeslut inom offentlig upphandling för sjukhus

The purpose of this study was to describe how customer satisfaction influenced the buying decisions for public hospitals conducting public procurement.This thesis was conducted using a qualitative interview with a procurement manager at Norrbotten County Council procurement unit. The qualitative data collected was then analyzed using a frame of reference that was constructed previous to the interview.The findings of this thesis showed that customer satisfaction influenced the organizational buying behavior of public hospitals conducting public procurement. The findings showed that customer satisfaction influenced the buying behaviors in two ways. One of the ways customer satisfaction influences buying decisions is through the users’ perception of customer satisfaction. If the users are found dissatisfied the consequence to this will be revealed in the next public procurement process where the specification of what is sough is then changed. The other way in which customer satisfaction influences the buying behavior found was concerning the specification itself. This customer satisfaction is more direct, if the supplier fails to live up to the specification disconfirmation occurs. This disconfirmation can lead to the removal of a supplier from their contract, or the disregard from future contracts if the conflict is thoroughly documented.Validerat; 20151009 (global_studentproject_submitter