The objective of the diploma thesis was set to analyze the
chosen problem in relation to value, quality and value creation
in a business-to-business market with its impact on business
competitiveness.

The author performed a literature review on all relevant
topics, providing an account of such within the Parts 1 and 2
of the thesis.

Furthermore, the author had chosen two global enterprises as to
describe the current situation and (market) analyses needed for
the problem, and as to conduct an exploratory research aimed at
measuring the perceived service quality for a set of services
delivered by one of the enterprises to another. This research
is covered within the Part 3 of the work. The names of the
chosen companies will stay undisclosed to public, while the
additional details of the chosen companies, as well as the
greater level of the research details, are described in the
non-published Part 4 of the diploma thesis.

Customers’ perceived service quality, as a measure of service
quality and an antecedent to customers’ satisfaction and
customers’ perceived value, plays a pivotal role in the
author’s work, similarly as it does in a firm’s survival.

Within the exploratory research performed by the author, the
construct of perceived service quality is measured and analyzed
from various perspectives, and a set of conclusions is drawn in
regards to new possibilities of looking into this construct.
The author explores and measures a set of antecedents impacting
perceived service quality and it is via the measurement and
understanding of both, perceived service quality and its
antecedents, that the author is drawing his recommendations of
how companies can increase the value they deliver to their
customers by improving the underlying quality of the services
they deliver.