The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty

Customer loyalty has been prominent for business activities. In situation where failure to satisfy customers would normally cause an early termination of business, customer loyalty can provide higher customer retention rate and continuous business success. In order to create competitive advantages a...

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Main Author:	Haghkhah, Azam
Format:	Thesis
Language:	English
Published:	2016
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/77865/1/AzamHaghkhahMFM2016.pdf
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id	my-utm-ep.77865
record_format	uketd_dc
spelling	my-utm-ep.778652018-07-23T05:45:59Z The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty 2016-03 Haghkhah, Azam HD28 Management. Industrial Management Customer loyalty has been prominent for business activities. In situation where failure to satisfy customers would normally cause an early termination of business, customer loyalty can provide higher customer retention rate and continuous business success. In order to create competitive advantages and achieve better results, Business-To-Business (B2B) relationships offer opportunities for organizations. However, increased competition means that businesses must be able to react even faster to win customer loyalty. The main purpose of this study is to evaluate the relationship between customer loyalty and its determinants in industrial environment. Hence, the direct and indirect effect of loyalty antecedents such as service quality, customer value, customer satisfaction, trust and commitment are examined in B2B context. Quantitative approach was used in order to answer the research objectives. Data collection was conducted by distributing 400 questionnaires to national automotive companies in Iran. The data was analyzed using the structural equation modeling (SEM) technique and SmartPLS software. The result of the study indicated that service quality, customer value, customer satisfaction, trust and commitment are important determinants of customer loyalty which are known as the key success factors in automotive industry. Furthermore, customer satisfaction is a mediator between service quality and customer loyalty as well as between customer value and customer loyalty. While, trust and commitment mediated the relationship between customer satisfaction and customer loyalty. The findings imply that the highest effect on customer loyalty is in the relationships between customer satisfaction and trust. The result of this study would enable suppliers to utilize the research model to improve service quality and strengthen the automotive companies’ relationship. Furthermore, the result is useful to managers in business organizations for strategic planning. Finally, recommendations for future investigation and limitations of this study are discussed. 2016-03 Thesis http://eprints.utm.my/id/eprint/77865/ http://eprints.utm.my/id/eprint/77865/1/AzamHaghkhahMFM2016.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:105404 phd doctoral Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Haghkhah, Azam The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
description	Customer loyalty has been prominent for business activities. In situation where failure to satisfy customers would normally cause an early termination of business, customer loyalty can provide higher customer retention rate and continuous business success. In order to create competitive advantages and achieve better results, Business-To-Business (B2B) relationships offer opportunities for organizations. However, increased competition means that businesses must be able to react even faster to win customer loyalty. The main purpose of this study is to evaluate the relationship between customer loyalty and its determinants in industrial environment. Hence, the direct and indirect effect of loyalty antecedents such as service quality, customer value, customer satisfaction, trust and commitment are examined in B2B context. Quantitative approach was used in order to answer the research objectives. Data collection was conducted by distributing 400 questionnaires to national automotive companies in Iran. The data was analyzed using the structural equation modeling (SEM) technique and SmartPLS software. The result of the study indicated that service quality, customer value, customer satisfaction, trust and commitment are important determinants of customer loyalty which are known as the key success factors in automotive industry. Furthermore, customer satisfaction is a mediator between service quality and customer loyalty as well as between customer value and customer loyalty. While, trust and commitment mediated the relationship between customer satisfaction and customer loyalty. The findings imply that the highest effect on customer loyalty is in the relationships between customer satisfaction and trust. The result of this study would enable suppliers to utilize the research model to improve service quality and strengthen the automotive companies’ relationship. Furthermore, the result is useful to managers in business organizations for strategic planning. Finally, recommendations for future investigation and limitations of this study are discussed.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Haghkhah, Azam
author_facet	Haghkhah, Azam
author_sort	Haghkhah, Azam
title	The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
title_short	The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
title_full	The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
title_fullStr	The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
title_full_unstemmed	The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
title_sort	mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2016
url	http://eprints.utm.my/id/eprint/77865/1/AzamHaghkhahMFM2016.pdf
_version_	1747817850012172288

The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty

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