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
ISSN: 1355-5855
Article publication date: 30 October 2024
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.
Keywords
Acknowledgements
The central institutional review board of Mahidol University approved this research. The authors would like to thank the editor and anonymous referees for their constructive reviews, experts for their measurement instrument validation, Graham K. Rogers for language editing, Associate Professor Issara Sereewatthanawut, Ph.D as the chairperson of the research examination committee and respondents and colleagues for support in data collection. The authors declare no potential conflicts of interest with respect to the research, authorship and/or publication of this article. The authors receive no financial support for the research, authorship and/or publication of this article.
Citation
Tangchua, P. and Vanichchinchai, A. (2024), "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, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/APJML-01-2024-0089
Publisher
:Emerald Publishing Limited
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