The Impact of Service Quality, Relationship Satisfaction, Trust and Commitment on Loyalty: An Empirical Investigation in a Business-to-Business Services Context

PurposeThis paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and loyalty to the employees.Design/methodology/approachA conceptual model was developed based on a comprehensive literature review. A questionnaire was developed with item measures that captures the constructs in the conceptual model. A survey of business customers was undertaken, and a response rate of 18.6 per cent was obtained. The data are analysed via confirmatory factor analysis and structural equation modelling.FindingsService encounter quality is directly related to customer satisfaction and service quality perceptions, and indirectly to perceived value and loyalty. The paper offers insights into the specifics of business‐to‐business service dynamics by examining the role of service quality, satisfaction, value on loyalty to both employees of the firm and the firm itself. It demonstrates how firms may be able to contribute to the achievement of organisational objectives through careful and creative management of the service encounter.Originality/valueResearch examining the role that service encounter quality plays within service evaluation models is scarce. Moreover, most service evaluation models are operationalised within a retail customer context. The paper addresses both these shortcomings, by examining a comprehensive service evaluation model which incorporates service encounter quality within a business‐to‐business context.

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Antecedents and Consequences of Service Quality in Business-to-Business Services

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n23 ◽

2012 ◽

pp. 343-356 ◽

Cited By ~ 4

Author(s):

MARTIN WETZELS ◽

KO DE RUYTER ◽

JOS LEMMINK

Keyword(s):

Service Quality ◽

Business Services ◽

Antecedents And Consequences ◽

Business To Business

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An Empirical Investigation of the Impact of Business-to-business Electronic Commerce Adoption on the Business Operations of Hong Kong Manufacturers

First Monday ◽

10.5210/fm.v7i9.985 ◽

2002 ◽

Vol 7 (9) ◽

Cited By ~ 2

Author(s):

Oliver Yau

Keyword(s):

Hong Kong ◽

Electronic Commerce ◽

Empirical Investigation ◽

Business Operations ◽

The Impact ◽

Business To Business

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Empirical Investigation of Islamic Banking Adoption in Brunei

International Journal of Islamic Banking and Finance Research ◽

10.46281/ijibfr.v2i2.202 ◽

2018 ◽

Vol 2 (2) ◽

pp. 24-38

Author(s):

Qaisar Ali ◽

Hakimah Binti Yaacob ◽

Dayang Hjh Norliza Binti Dato Haji Mahal

Keyword(s):

Regression Analysis ◽

Service Quality ◽

Multiple Regression Analysis ◽

Multiple Regression ◽

Diffusion Of Innovation ◽

Empirical Investigation ◽

Relative Advantage ◽

Islamic Banking ◽

Banking Services ◽

The Impact

The main objective of this study is to explore the understanding level of various Islamic banking concepts and determine the factors that impact the adoption of Islamic banking services in Brunei. The impact of thelevel of understanding, relative advantage, compatibility, complexity, observability, uncertainty, and service quality was examined through Rogers (2003) Diffusion of Innovation. The study adopted quantitative approach; data were collected through a self-administrated questionnaire from 245 bank customers located in Brunei’s Muara district.The findings predicted that understanding level of various Islamic banking concepts was below average among Islamic bank customers. The multiple regression analysis predicted that understanding, relative advantage,compatibility, complexity, observability, uncertainty and service quality has apositive impact on theadoption of Islamic banking services.

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Differentiating service quality impact between the online and off-line context: an empirical investigation of a corporate travel agency

International Hospitality Review ◽

10.1108/ihr-01-2020-0003 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ling Fang ◽

Zhen Lu ◽

Linyin Dong

Keyword(s):

North America ◽

Customer Satisfaction ◽

Service Quality ◽

Empirical Investigation ◽

Tourism Industry ◽

Travel Agency ◽

Content Type ◽

Line Context ◽

Corporate Travel ◽

The Impact

PurposeCorporate travel represents a significant source of revenue for the tourism industry. Therefore, the quality of service is essential for maintaining and expanding corporate cliental bases. Despite the importance, the extant literature has yet sufficiently examined corporate travel service quality (SQ) and its impact. To make up for the drawback, this study aims to differentiate the impact of SQ perceptions on customer satisfaction between the online and off-line contexts through an empirical investigation in one of the top five corporate travel agencies in North America.Design/methodology/approachThe well-established SERVQUAL measurement is applied in differentiating the impact of SQ dimensions between the online and off-line context. To empirically test the proposed corporate travel agency (CTA) SQ conceptual model, a set of survey data of “Welcome Back Survey” from HRG (a top five CTA in North America) was examined.FindingsThe study finds that for online services, assurance, responsiveness and empathy affect perceived SQ, whereas for off-line services, assurance, empathy and tangible are the three dimensions of perceived SQ.Research limitations/implicationsBy relying on the existing survey, the off-line context has one less dimension than the online context. Yet as an early effort in differentiating the differences in the impact of SQ between two service contexts, the study offers insightful findings.Practical implicationsThe findings will be helpful for business managers of CTAs to identify the factors that influence SQ in both online booking and off-line booking context. In particular, assurance and empathy are two dimensions that exert a significant impact on customer satisfaction.Originality/valueThis paper is the first to compare the differences of the SQ of online and off-line corporate travel.

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