The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship

Customer retention and its antecedents are significant concerns to managers and suppliers in electronic industries. A lot of research have been extensively conducted on this issue in numerous contexts but research in the Malaysian electrical and electronic (E&E) industry is still scarce. The pur...

Full description

Saved in:

Bibliographic Details
Main Author:	Pooladireishahri, Marzeih
Format:	Thesis
Language:	English
Published:	2016
Subjects:	HD30.213 Management information systems Decision support systems
Online Access:	http://eprints.utm.my/id/eprint/78189/1/MarziehPooladireishahriPFM2016.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-utm-ep.78189
record_format	uketd_dc
spelling	my-utm-ep.781892018-07-25T07:59:47Z The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship 2016-02 Pooladireishahri, Marzeih HD30.213 Management information systems. Decision support systems Customer retention and its antecedents are significant concerns to managers and suppliers in electronic industries. A lot of research have been extensively conducted on this issue in numerous contexts but research in the Malaysian electrical and electronic (E&E) industry is still scarce. The purpose of this study was to identify the effects of trust, effective communication, supplier’s willingness to customize and switching costs towards customer retention in supplier relationship. A total of 230 purchasing managers and supervisors of electronic manufacturing companies in the E&E industry in Malaysia participated in the study. Results of the partial least squares path analysis supported the hypotheses of this study regarding direct and indirect effects of supplier’s willingness to customize, effective communication, trust and switching costs on customer retention. Trust was found to have the mediating effects for the relationship between supplier’s willingness to customize, effective communication and customer retention. Switching cost has a moderating effect on the relationship between trust and customer retention. All dimensions of switching costs have different effects on retention, and financial switching costs has the highest moderating effect on the relationship between trust and customer retention. The findings of this research contribute to the empirical studies on the relationship marketing concept and social exchange theory in general and supplier’s willingness to customize, effective communication, trust, switching costs and customer retention particularly in the E&E sector in Malaysia. This study suggests the importance of knowledge of customer retention to assist managers of supplier companies to manage their customers effectively. Theoretical and managerial implications are discussed and a conclusion is drawn. 2016-02 Thesis http://eprints.utm.my/id/eprint/78189/ http://eprints.utm.my/id/eprint/78189/1/MarziehPooladireishahriPFM2016.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:98196 phd doctoral Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD30.213 Management information systems Decision support systems
spellingShingle	HD30.213 Management information systems Decision support systems Pooladireishahri, Marzeih The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
description	Customer retention and its antecedents are significant concerns to managers and suppliers in electronic industries. A lot of research have been extensively conducted on this issue in numerous contexts but research in the Malaysian electrical and electronic (E&E) industry is still scarce. The purpose of this study was to identify the effects of trust, effective communication, supplier’s willingness to customize and switching costs towards customer retention in supplier relationship. A total of 230 purchasing managers and supervisors of electronic manufacturing companies in the E&E industry in Malaysia participated in the study. Results of the partial least squares path analysis supported the hypotheses of this study regarding direct and indirect effects of supplier’s willingness to customize, effective communication, trust and switching costs on customer retention. Trust was found to have the mediating effects for the relationship between supplier’s willingness to customize, effective communication and customer retention. Switching cost has a moderating effect on the relationship between trust and customer retention. All dimensions of switching costs have different effects on retention, and financial switching costs has the highest moderating effect on the relationship between trust and customer retention. The findings of this research contribute to the empirical studies on the relationship marketing concept and social exchange theory in general and supplier’s willingness to customize, effective communication, trust, switching costs and customer retention particularly in the E&E sector in Malaysia. This study suggests the importance of knowledge of customer retention to assist managers of supplier companies to manage their customers effectively. Theoretical and managerial implications are discussed and a conclusion is drawn.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Pooladireishahri, Marzeih
author_facet	Pooladireishahri, Marzeih
author_sort	Pooladireishahri, Marzeih
title	The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
title_short	The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
title_full	The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
title_fullStr	The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
title_full_unstemmed	The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
title_sort	effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2016
url	http://eprints.utm.my/id/eprint/78189/1/MarziehPooladireishahriPFM2016.pdf
_version_	1747817928811610112

The effect of trust, communication, supplier's willingness to customize and switching costs towards customer retention in supplier relationship

Similar Items