The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry
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Issued Date
2024-01-01
Resource Type
ISSN
13555855
eISSN
17584248
Scopus ID
2-s2.0-85208243752
Journal Title
Asia Pacific Journal of Marketing and Logistics
Rights Holder(s)
SCOPUS
Bibliographic Citation
Asia Pacific Journal of Marketing and Logistics (2024)
Suggested Citation
Tangchua P., Vanichchinchai A. The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry. Asia Pacific Journal of Marketing and Logistics (2024). doi:10.1108/APJML-01-2024-0089 Retrieved from: https://repository.li.mahidol.ac.th/handle/123456789/101994
Title
The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry
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Author's Affiliation
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Abstract
Purpose: This study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context. Design/methodology/approach: A questionnaire was developed from a comprehensive literature review. It was verified by experts and statistical techniques. The data were collected from senior purchasing officers in 232 electrical and electronics companies in Thailand. Path analysis of structural equation modeling was used to analyze the hypothesized model. Findings: It was found that service quality has a significant positive direct effect on satisfaction, trust and commitment. Commitment significantly affects loyalty, while service quality, satisfaction and trust do not. Originality/value: This is one of the first examples of empirical research to examine the links between service quality, components of relationship quality and loyalty in the B2B electrical and electronics context.