Relationship quality as a predictor of B2B customer loyalty

Rauyruen, Papassapa; Miller, Kenneth E.

doi:10.1016/j.jbusres.2005.11.006

Cited by 861 publications

(840 citation statements)

References 111 publications

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“…Hajli (2014, p. 17) argued that "social media benefits commercial transactions of vendors by developing closer relationships with customers, enriching the quality of the relationship, increasing sales and encouraging loyalty to the business". Relationship quality is a crucial factor in relationship marketing literature, and it has impact on loyalty towards a business (Rauyruen & Miller, 2007). Thus, it is crucial to develop ways of evaluating their quality before ultimately assessing their influence on other significant variables such as transaction performance since numerous academic and managerial resources are focused on better understanding the relationships.…”

Section: Introductionmentioning

confidence: 99%

“…Satisfaction is able to generate a direct and great impact on intention to buy and customer retention by investing in a relationship with consumers (Hajli, 2014). The strength of this relationship is a crucial concept in relationship marketing (Rauyruen & Miller, 2007), and additionally this relationship relies on the e-retailer website quality and how it builds the connection with consumers.…”

Section: Introductionmentioning

confidence: 99%

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How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hsu

Chen

Kumar

2016

Total Quality Management & Business Excellence

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Disclaimer UWE has obtained warranties from all depositors as to their title in the material deposited and as to their right to deposit such material. UWE makes no representation or warranties of commercial utility, title, or fitness for a particular purpose or any other warranty, express or implied in respect of any material deposited.UWE makes no representation that the use of the materials will not infringe any patent, copyright, trademark or other property or proprietary rights.UWE accepts no liability for any infringement of intellectual property rights in any material deposited but will remove such material from public view pending investigation in the event of an allegation of any such infringement. PLEASE SCROLL DOWN FOR TEXT.1 How social shopping retain customers? Capturing the essence of website quality and relationship quality Abstract Social shopping as a result of the advancement of social media applications is increasing considerably in e-commerce. As a consequence of the multi-faceted phenomenon of social shopping, website managers encounter a lot of challenges in providing their quality website experience to satisfy their customers' needs and in developing relationships among participants, and community. In short, providing excellent quality website experience is crucial to support online customers. Therefore, it is necessary to offer further theoretical conceptualizations as well as detailed empirical evidence for such phenomena in which social shopping are supported and enabled. Thus, this paper attempts to investigate the factors affecting purchase intention of social shopping including two constructs: website quality (i.e., system, information, and service quality) and relationship quality (i.e., satisfaction, commitment, and trust).Additionally we aim to identify the mediating roles of commitment and trust. The empirical results show that the perceived system and service quality are important antecedents of customer satisfaction, but not for the effect of perceived information quality on customer satisfaction. Furthermore, it shows that customer satisfaction significantly influences commitment, trust, and purchase intention, and trust in turn significantly affect commitment. Our empirical results confirm that commitment and trust partially mediate the relationship between satisfaction and purchase intention in social shopping context.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hsu

Chen

Kumar

2016

Total Quality Management & Business Excellence

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“…Lastly, perceived enjoyment is defined as the degree of performance (Davis, 1982) and intrinsic motivators in technology acceptance (Davis, 1989). This refers to the pleasurable feelings of technology use (Rauyruen, Miller, & Barrett, 2007).…”

Section: Literature Review E-loyaltymentioning

confidence: 99%

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

2014

CUBR

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The rapid growth of online shopping has led to inspire customer e-loyalty among Malaysians, especially living in this digital environment. Commitment-trust theory is applied as the theoretical base to explain the factors influencing customer e-loyalty. The primary objective of this study is to investigate the direct impact of customer interface quality, service quality (SERVQUAL), website quality, technology acceptance factors, and technology trust on customer e-loyalty. This study also aims to examine the indirect effect of independence variables on customer e-loyalty through the effects of trustworthiness. SmartPLS 2.0 (M3) is applied as analytical tool to study the impact. A survey is conducted with 395 respondents who had online purchase experience. The findings indicated that customer interface quality, SERVQUAL, website quality, technology acceptance factors, and technology trust have positive impact on customer e-loyalty. Additionally, trustworthiness is used as mediator exclusive of SERVQUAL. Several implications of the findings, limitations of the study, and recommendations for future research are highlighted.

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“…Consumers try to reduce risks by using well-known brands, and that brands provide guarantees about quality and security [22,23,24]. According to [25], [26] "demonstrate that trust plays an important role in the brand domain in that they link (brand) trust to brand performance through brand loyalty" [27]. Formally stated:…”

Section: Past and Experience (Pastexpx 3 )mentioning

confidence: 99%

“…"Most researchers agree that trust develops and builds over time" [6]. Satisfied buyers stay with the same supplier [25]. Formally stated:…”

Section: Buyer-supplier Relationships Duration (Durx)mentioning

confidence: 99%

Modeling the Trustworthiness of a Supplier Agent in a B2B Relationship

Alves

Campos

Oliveira

2012

IFIP Advances in Information and Communication Technology

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Abstract. In life, trust is considered the base of all relationships, including Business-to-Business (B2B) relationships. The selection of a supplier depends not only on its reputation and the costs involved, but also on its trustworthiness and other factors. But how can the trustworthiness of a supplier be measured? What are the factors that influence the supplier's trustworthiness, i.e., what are the relevant factors of trust in the selection of a supplier in a B2B relationship? Answers to these questions will help model the supplier agents' behavior in the multi-agent ANTE platform. In this paper we propose to consider fifteen attributes to measure the trustworthiness of a supplier as a conceptual model of trust, coming out of a combination of several determinants gathered from the literature review. Raw data was gathered by sending a questionnaire to a set of firms from different industrial sectors. The results support part of the proposed determinants, introducing new determinants of trust that resulted from exploratory factor analysis and a new model obtained from confirmatory factor analysis. With this, two possible multi-attribute supplier agents can be modeled. This paper discusses the results and limitations of this study and proposes suggestions for future work.

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Relationship quality as a predictor of B2B customer loyalty

Cited by 861 publications

References 111 publications

How social shopping retains customers? Capturing the essence of website quality and relationship quality

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

Modeling the Trustworthiness of a Supplier Agent in a B2B Relationship

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