Research of Loyalty Formation Process in the B2B Market (the Case of Engineering Services)

Improvement of engineering sector is quite long-term and complex process. Engineering companies are among the first to modernize the process of providing services and to enhance their quality, at the same time bearing in mind technical facilities of the company. Development of engineering companies takes a lot of efforts and time, therefore it is necessary to research both theoretical and practical characteristics of company’s communication policy and the quality of services provided. Under the assessment of the services’ quality, it is necessary to take into consideration loyalty within the given B2B market, its significance and features. The research focuses on the process of loyalty formation on the B2B market of engineering services, analysis of relevant factors and provision of further recommendations. It includes in-depth interview with representatives of 16 companies. Based on the results of the research some hypotheses were confirmed while others were refuted; also general recommendations on loyalty formation on B2B market of engineering services were given.