scholarly journals The Influence of Transaction Cost and Service Quality on Partner Loyalty – the mediating effect of relationship quality

2020 ◽  
Vol 325 ◽  
pp. 06002
Author(s):  
Chihmin Ma ◽  
Guanwei Jang ◽  
Miaofen Lai
Keyword(s):  
Supply Chain ◽  
Empirical Study ◽  
Service Quality ◽  
Relationship Quality ◽  
Transaction Cost ◽  
Asset Specificity ◽  
Mediating Effect ◽  
High Quality ◽  
The Impact ◽  
The Relationship

This article puts forward the conceptual framework of supply chain partnership loyalty based on the relationship between transaction cost, service quality and relationship quality. The empirical study mainly focused on equipment purchasers, and a total of 321 valid samples were collected. The results show that 4 of the 9 hypotheses are not supported, namely Hypothesis H1c: the impact of information sharing on relationship quality, H2a: asset specificity, H2b: loyalty uncertainty and H5 loyalty relationship quality. Regarding the analysis of the mediating effect of relationship quality, this study found that relationship quality has a significant mediating effect in the relationship between asset specificity and loyalty or between service quality and loyalty. That is, by investing in exclusive assets and improving service quality, customers will not show better loyalty, but asset specificity and high-quality services can affect loyalty through relationship quality.

Evaluating service quality in automobile maintenance and repair industry

2019 ◽  
Vol 32 (1) ◽  
pp. 117-134 ◽  
Author(s):  
Nikunj Kumar Jain ◽  
Alok Kumar Singh ◽  
Kapil Kaushik
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Mediating Effect ◽  
Service Satisfaction ◽  
Content Type ◽  
Maintenance And Repair ◽  
Service Fairness ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM. Design/methodology/approach Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling. Findings The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM. Research limitations/implications The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings. Practical implications To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience. Originality/value The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

scholarly journals INFLUENCE OF SERVICE QUALITY ON SWITCHING BEHAVIOR MEDIATED BY RELATIONSHIP QUALITY IN SPRING BED RETAILERS IN JABODETABEK

2016 ◽  
Vol 10 (1) ◽  
pp. 59
Author(s):  
Djong Hermanto
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Strong Relationship ◽  
Switching Behavior ◽  
Business Context ◽  
Strongly Agree ◽  
The Impact ◽  
The Relationship

Retailers in the spring bed business have a privilege to choose among the various products offered by various suppliers. Typically, these retailers would have chosen the suppliers whose products are matched with their needs and at the same time could give higher profits. This condition has strengthened the competition in the spring bed industry. In order to face the challenges that come from the retailers’ switching behavior, every supplier has to give a good service quality and build a strong relationship quality with their retailers. In this study, relationship quality was measured by three components: satisfaction, trust and commitment from the retailers to the suppliers.The objective of the study is to analyze the impact of service quality on switching behavior which was mediated by the relationship quality. The components of relationship quality are: satisfaction, trust and commitment. A theoretical framework was developed as the hypotheses for testing the impact of every variables were constructed. The samples of this study were 341 spring bed retailers in Jabodetabek (Jakarta, Bogor, Depok, Tangerang and Bekasi) area. A sixpoint Likert-type scale was used for the questionnaire variables, with 1 = strongly disagree and 6 = strongly agree. The quantitative analysis with Structural Equation Modelling (SEM) was completed using Lisrel 8.8. The structural model of this study could explain the interrelationship among each variables in the model. As a result, from ten hypotheses there were five findings supporting the hypotheses: service quality had an impact on satisfaction, service quality had an impact on trust, satisfaction had an impact on trust, trust had an impact on commitment, and commitment had an impact on commitment. The findings which did not support the hypotheses<br />were: There was no impact of service quality on commitment and switching behavior; there is no impact of satisfaction on commitment and switching behavior; and finally there is no impact of trust on switching behavior. As a conclusion, the result of the study described the importance of service quality in manufactured industry, in the business to business context between spring bed suppliers and retailers. The impact of service quality on the switching behavior was mediated by relationship quality, where commitment was the important component of relationship quality that greatly affecting the strength of service quality impact on switching behavior. For future studies, researchers may explored other model to investigate more variables with more proper indicators, more homogeneous samples and longer period of research

Risk management integration and supply chain performance in ISO 9001-certified and non-certified firms

2019 ◽  
Vol 69 (6) ◽  
pp. 1205-1225 ◽  
Author(s):  
Scott Dellana ◽  
John F. Kros ◽  
Mauro Falasca ◽  
William J. Rowe
Keyword(s):  
Risk Management ◽  
Supply Chain ◽  
Positive Impact ◽  
Mediating Effect ◽  
Iso 9001 ◽  
Supply Chain Performance ◽  
Content Type ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to explore the mediating effect of supply chain risk management integration (RMI) on the relationship between supply chain logistics performance (LP) and supply chain cost performance (CP), as well as on the relationship between LP and supply chain service performance (SP). The impact of CP and SP on overall firm performance (FP) is also explored. ISO 9001-certified firms and non-certified firms are assessed to determine whether superior risk-based thinking, as required in the latest ISO 9001 standard, has a positive impact on the different relationships. Design/methodology/approach A theoretical model is developed and tested based on the participation of 140 supply chain managers. The proposed structural equation model positively relates LP, RMI, CP and SP. RMI is positively linked to CP and SP, while CP and SP are positively related to overall FP. Two subsamples (a group of 63 ISO 9001-certified firms and a group of 77 non-certified firms) are used to evaluate the model. Findings For certified and non-certified firms, LP is positively related to RMI, CP and SP, and SP and CP are positively related to FP. However, for certified firms, RMI partially mediates the relationship of LP with both CP and SP, while for non-certified firms, RMI does not mediate these relationships. The findings suggest that ISO 9001-certified firms are able to leverage RMI efforts to impact positively on supply chain performance, whereas non-certified firms are not. Research limitations/implications The study findings are based on the perceptions of managers. Even though the majority of the 63 certified firms included in this study were ISO 9001:2015 certified, the model results do not differentiate between companies certified to the 2008 version of the standard and the 2015 version (which specifically requires demonstration of risk-based thinking). Practical implications This study suggests that ISO 9001 provides a framework for risk management processes and collaboration with supply chain partners to positively impact the relationship of LP with cost and SP. Originality/value This is one of the first studies to characterize the benefits of using a structured approach for risk-based thinking that is associated with ISO 9001.

scholarly journals The impact of hedonic and utilitarian dimension in mobile service banking quality towards relationship quality

2021 ◽  
Vol 14 (2) ◽  
pp. 260
Author(s):  
Yokie Radnan Kristiyono
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Retail Banking ◽  
Mobile Service ◽  
Mobile Banking ◽  
Banking Service ◽  
Qualitative Variables ◽  
Banking Institutions ◽  
The Impact ◽  
The Relationship

<p>Service quality is vital for retail banking institutions nowadays to have a competitive advantage against their competitors. One of the ways was developing a mobile banking application. By relying on the mobile banking application, the banking institutions would serve their existing customers better and attract new potential customers. The purpose of this research was to investigate the effect of mobile banking service quality empirically in terms of the utilitarian and hedonic dimensions on the relationship quality variables, namely commitment, trust, and satisfaction. The research focused on 220 respondents from university students in Indonesia who are at least 17 years old and using a mobile banking application on their smartphones. The method for collecting data is based on convenience sampling. The Structural Modelling Equation was also used to analyze the data result. The findings show that trust significantly and positively influences commitment/satisfaction. Furthermore, the dimensions of mobile 'banking. Service quality (Security/ Privacy, Practicality, Design/Aesthetics, and Enjoyment) has a low-moderate effect on relationship qualitative variables (Trust, Satisfaction, and Commitment). The dimensions of mobile banking service quality positively influence the relationship quality, except PPracticalitydoes not affect Commitment, Design/Aesthetics does not influence trust, and enjoyment does not influence commitment.</p>

scholarly journals The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tomás F. Espino-Rodríguez ◽  
Manuel Rodríguez-Díaz
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Online Reviews ◽  
Negative Influence ◽  
Performance Measure ◽  
Content Type ◽  
Online Customer Reviews ◽  
Online Reputation ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality. Findings The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department. Originality/value To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

scholarly journals Top Management, Green Innovations, and the Mediating Effect of Customer Cooperation in Green Supply Chains

2019 ◽  
Vol 11 (4) ◽  
pp. 1031 ◽  
Author(s):  
Umar Burki ◽  
Pervin Ersoy ◽  
Usama Najam
Keyword(s):  
Supply Chain ◽  
Negative Impact ◽  
Customer Relationships ◽  
Mediating Effect ◽  
Top Management ◽  
Mediating Role ◽  
Management Commitment ◽  
Top Management Commitment ◽  
The Impact ◽  
The Relationship

This study examines the mediating role of customer cooperation in green supply chain relationships. Employing 181 manufacturer–customer relationships, we test the mediating effect of customer cooperation on the process and managerial innovations. As proposed, customer cooperation positively mediates the relationship between top management commitment and process innovation. However, customer cooperation fails to mediate the relationship between top management commitment and managerial innovation. The findings suggest that the magnitude of customer cooperation increases the adoption of green innovations between supply chain partners to mitigate the negative impact on the environment. Furthermore, customer cooperation enforces a sense of mutuality between supply chain partners to diminish the impact of carbon footprint.

scholarly journals The Mediating Role of Brand Love in the Relationship Between Consumer-Based Brand Equity and Brand Loyalty: a Research on Starbucks

2021 ◽  
Vol 12 (22) ◽  
pp. 150-167
Author(s):  
Aylin Sinem Polat ◽  
Burçin Cevdet Çetinsöz
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Service Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Brand Love ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship

The present study aims to determine the mediating role of brand love in the relationship between CBBE and brand loyalty. The study makes an analysis of CBBE, brand loyalty, and brand love related to Starbucks – a global coffee house and roastery catering concept. The study population comprises customers of the Starbucks enterprises operating in the city of Mersin, Turkey, and adopts a convenience sampling method. During the data collection process, 384 customers of Starbucks stores within Mersin who were over 18 years of age were surveyed. The dependent variables of the study are "brand loyalty" and "brand love," whereas the independent variable is "CBBE". The hypotheses developed in the research model were tested through structural equation modeling (SEM). Based on the study findings, it was concluded that brand love, as well as the dimensions of CBBE of "Service Quality: Physical Quality SQ:PQ" and "Lifestyle-Congruence LC", had full mediation with brand loyalty, while "Service Quality: Staff Behavior SQ:SB", "Ideal Self-Congruence IS-C" and "Brand Identification BI" had no such mediating effect on brand loyalty. In the study, the mediating role of brand love in terms of the impact of CBBE in the service industry on brand loyalty has been examined for the first time. The research findings show that a strong bond will be established with the target audience through compatible and parallel strategies that will be implemented by the managers on the SQ:PQ and LC dimensions of CBBE and this situation will increase loyalty to the brand. As a result of the consumers' strong emotions and their increasing loyalty towards the brand, this situation will lead the businesses in the service industry to protect their market share along with having a positive impact on their sustainable competition and profitability.

scholarly journals Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

2014 ◽  
Vol 15 (2) ◽  
pp. 99 ◽  
Author(s):  
Boon-Liat Cheng
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Corporate Image ◽  
Mediating Effect ◽  
Systematic Sampling ◽  
Service Improvement ◽  
The Impact ◽  
The Relationship

Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.    

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