Satisfaction in Relation to the Metrics of Quality Constructs in South African Manufacturer-Supplier Relationships

Mpinganjira, Mercy; Bogaards, Marlene

doi:10.7200/esicm.144.0441.2i

Cited by 10 publications

(15 citation statements)

References 25 publications

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“…It is a common finding in previous research that trust relates positively to commitment (Dwyer et al, 1987;Morgan and Hunt, 1994;Bansal et al, 2004;Ulaga and Eggert, 2006;Caceres and Paparoidamis, 2007;Moliner et al, 2007aMoliner et al, , 2007bSvensson et al, 2010;Mpinganjira et al, 2013). Indeed, Spekman (1988, p. 79) stresses that trust is the cornerstone of the strategic partnership.…”

Section: Trust and Commitmentmentioning

confidence: 92%

“…Several studies support the notion that the constructs of trust, commitment and satisfaction are important for establishing and maintaining successful and enduring business relationships (Palmatier et al, 2006;Lee et al, 2010;Svensson et al, 2010;Hutchinson et al, 2012;Mpinganjira et al, 2013;Rindell et al, 2013;Mysen et al, 2013). They are therefore considered as important constructs in the development and establishment of relationship quality in business relationships (Ulaga and Eggert, 2006).…”

Section: Introductionmentioning

confidence: 97%

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Trust and commitment as mediators between economic and non-economic satisfaction in manufacturer-supplier relationships

Ferro

Padín

Svensson³

et al. 2016

Journal of Business &Amp; Industrial Marketing

165

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Purpose – The purpose of this paper is to test a research model in which trust and commitment are mediators between economic and non-economic satisfaction. Design/methodology/approach – The sample for this study comprises a total of 600 small and medium-sized Spanish enterprises from various industrial sectors. A total of 259 usable questionnaires were returned, generating a response rate of 43.2 per cent. The research model is tested with structural equation modeling using AMOS-software. Findings – The empirical findings regarding the studied business relationships confirm the independence between economic and non-economic satisfaction, and the mediating role of trust and commitment. Furthermore, the findings confirm that there is no direct cause–effect relationship between economic and non-economic satisfaction. Research limitations/implications – Numerous inter-organizational studies have tested satisfaction as two separate constructs (economic and non-economic satisfaction). This study goes further by positioning economic satisfaction as a precursor to other more relationship-oriented constructs and outcomes (trust–commitment and, in turn, non-economic or relational satisfaction). Practical implications – Managers should consider economic and non-economic satisfaction as two separate aspects of relationship quality in business relationships. Furthermore, although these aspects appear to be connected, managers should take them into consideration with respect to the levels of trust and commitment involved in business relationships. Managers should be aware that the level of economic satisfaction is an influential precursor to the levels of trust and commitment that in turn impact on the level of non-economic satisfaction as an outcome. Originality/value – This study makes a threefold contribution to existing theory and research. First, it tests the constructs of economic and non-economic satisfaction, indicating satisfactory validity and reliability. Second, it provides empirical support that there is no direct relationship between economic and non-economic satisfaction. Third, the empirical findings also indicate satisfactory validity and reliability, indicating that the constructs of trust and commitment are moderators between economic and non-economic satisfaction.

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Section: Trust and Commitmentmentioning

confidence: 92%

Section: Introductionmentioning

confidence: 97%

Trust and commitment as mediators between economic and non-economic satisfaction in manufacturer-supplier relationships

Ferro

Padín

Svensson³

et al. 2016

Journal of Business &Amp; Industrial Marketing

165

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“…As noted before, the three constructs are widely accepted in relationship marketing as key indicators of relationship quality. The ability of any firm to build high relationship quality is key to ensuring that customers do not defect to competitors but maintain long-term business relations with a supplier (Mpinganjira et al , 2013; Grönroos and Helle, 2012). It helps ensure that a supplier is not only able to attract but also keep customers (Sheth et al , 2015; Ravald and Grönroos, 1996).…”

Section: Conceptual Frameworkmentioning

confidence: 99%

Validating the relationship between trust, commitment, economic and non-economic satisfaction in South African buyer-supplier relationships

Mpinganjira

Roberts-Lombard

Svensson

2017

JBIM

Self Cite

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Purpose The paper aims to validate the relationship between satisfaction, trust and commitment in South African business buyer–supplier relationships. Satisfaction was looked at from the dual perspective of economic and non-economic satisfaction. Design/methodology/approach A research model showing hypothesised relationships between the constructs was tested using data collected from 250 large companies in South Africa. Structural equation modelling using AMOS software was used to analyse the data. The results provide support for the distinctiveness of both economic and non-economic satisfaction and the mediating effect of trust. Findings The findings show that economic satisfaction exerts a direct influence on trust, which, in turn, has a direct influence on commitment. Trust and commitment were both found to have a positive influence on non-economic satisfaction. Research limitations/implications The tested nomological network of business relationship quality dimensions validates some of the recent findings by Ferro et al. (2016) in the South African context of buyer–supplier relationships. Originality/value The study contributes to a better understanding of satisfaction and its relationship with other relationship quality constructs, especially in the context of large companies in South Africa.

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“…In this paper, the researchers argue that customer satisfaction is a precursor to commitment, trust, loyalty and word of mouth referrals. Mpinganjira, Bogaards, Svensson, Mysen, and Padin (2013) argue that commitment and trust are the key arbitrating factors which cause satisfaction; Mbango and Phiri (2015), Hau and Ngo (2012) also maintain that trust is the predicting factor leading to customer satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Precursors and outcomes of satisfaction in business-to-business relationship marketing. Insights from Hawkers/street vendors leafy vegetable market in South Africa

Mbango

Mmatli

2019

Cogent Social Sciences

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The purpose of the empirical study was to determine the precursors and outcomes of customer satisfaction in the South African hawkers/vendors in the leafy vegetable market. Purposive sampling technique was used to collect data from 370 street vendors/hawkers using a self-administered questionnaire. Data were analysed using the structural model with the aid of SmartPLS 3. One of our findings reveals that word-of-mouth, commitment, trust, and customer loyalty are significantly influenced by customer satisfaction. This finding makes a major contribution to academic and practice because most literature, support the notion that trust and commitment are precursors of customer satisfaction. The results show that suppliers/farmers of leaf vegetables need to establish relationships that are focused on communication and product mix in order to satisfy customers in the leaf vegetable market. Our findings cement the argument that the relationship between the variables, i.e., trust, commitment, and satisfaction are interdependent and multifaceted. One can, therefore, conclude that the relationship between these constructs is dependent on characteristics of samples used for the study, industry sector and product type amongst other factors.

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Satisfaction in Relation to the Metrics of Quality Constructs in South African Manufacturer-Supplier Relationships

Abstract: autores agradecen los comentarios y sugerencias propuestas por los evaluadores anónimos a una primera versión de este trabajo.

Cited by 10 publications

References 25 publications

Trust and commitment as mediators between economic and non-economic satisfaction in manufacturer-supplier relationships

Trust and commitment as mediators between economic and non-economic satisfaction in manufacturer-supplier relationships

Validating the relationship between trust, commitment, economic and non-economic satisfaction in South African buyer-supplier relationships

Precursors and outcomes of satisfaction in business-to-business relationship marketing. Insights from Hawkers/street vendors leafy vegetable market in South Africa

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