Share This Article:

Effects of Business to Business Relations on Customer Satisfaction and Loyalty in the Context of a Developing Country

Abstract Full-Text HTML Download Download as PDF (Size:1086KB) PP. 217-229
DOI: 10.4236/ajibm.2012.24028    5,224 Downloads   10,292 Views   Citations

ABSTRACT

In the supply chain context, effective business to business (b2b) relationships are of core importance for companies to enhance their own ability to be more competitive in the marketplace, to create competitive advantage and to achieve mutual goals. Therefore, the focus of this research is customer satisfaction, customer loyalty and affecting factors of satisfaction and loyalty in manufacturer/supplier relations in the b2b context. This paper defines dimensions of b2b relationships between manufacturers and their suppliers, and then proposes effects of these dimensions on customer satisfaction and loyalty. Study is performed in the metal industry in a developing country, Turkey. Collected data is analyzed by Structural Equation Modeling (SEM) Methodology, and finally results are presented and discussed.

Conflicts of Interest

The authors declare no conflicts of interest.

Cite this paper

G. Akman and B. Yörür, "Effects of Business to Business Relations on Customer Satisfaction and Loyalty in the Context of a Developing Country," American Journal of Industrial and Business Management, Vol. 2 No. 4, 2012, pp. 217-229. doi: 10.4236/ajibm.2012.24028.

References

[1] T. O’Toole and B. Donaldson, “Relationship Performance Dimensions of Buyer-Supplier Exchanges,” European Journal of Purchasing and Supply Management, Vol. 8, No. 3, 2002, pp. 197-207. doi:10.1016/S0969-7012(02)00008-4
[2] D. Skarmeas, C. S. Katisikeas, S. Spyropoulou and E. Salehi-Sangari, “Market and Supplier Characteristics Driving Distributor Relationship Quality in International Marketing Channels of Industrial Products,” Industrial Marketing Management, Vol. 37, No. 1, 2008, pp. 23-36. doi:10.1016/j.indmarman.2007.04.004
[3] T. Minahan, “Is Partnering a Sham?” Purchasing, Vol. 12, No. 2, 1998, pp. 61-64.
[4] F. T. S. Chan, “Interactive Selection model for Supplier Selection Process: An Analytical Hierarchy Process Approach,” International Journal of Production Research, Vol. 41, No. 15, 2003, pp. 3549-3579. doi:10.1080/0020754031000138358
[5] C. Sanchez-Rodr?guez, D. Hemsworth and A. R. Martinez-Lorente, “The Effect of Supplier Development Initiatives on Purchasing Performance: A Structural Model,” Supply Chain Management: An International Journal, Vol. 10, No. 4, 2005, pp. 289-301.
[6] A. G. Abdul-Mumin, “Instrumental and Interpersonal Determinants of Relationship Satisfaction and Commitment in Industrial Markets,” Journal of Business Research, Vol. 58, No. 5, 2005, pp. 619-628. doi:10.1016/j.jbusres.2003.08.004
[7] P. Rauyruen and K. E. Miller, “Relationship Quality as a Predictor of B2B Customer Loyalty,” Journal of Business Research, Vol. 60, No. 1, 2007, pp. 21-31. doi:10.1016/j.jbusres.2005.11.006
[8] Wikipedia, Free Encyclopedia, 2012. www.wikipedia.org
[9] S. Ganesan, “Determinants of Long-Term Orientation in buyer-Seller Relationships,” Journal of Marketing, Vol. 58, No. 2, 1994, pp. 1-19. doi:10.2307/1252265
[10] D. C. Bello, R. Lohtia and S. P. Dant, “Collaborative Relationships for Component Development: The Role of Strategic Issues, Production Costs, and Transaction Costs,” Journal of Business Research, Vol. 45, No. 1, 1999, pp. 15-31. doi:10.1016/S0148-2963(98)00006-X
[11] K. Hewett, R. B. Money and S. Sharma, “An Exploration of the Moderating Role of Buyer Corporate Culture in Industrial Buyer-Seller Relationships”, Journal of the Academy of Marketing Science, Vol. 30, No. 3, 2002, pp. 229-239.
[12] J. P. Cannon and C. Homburg, “Buyer-Supplier Relationships and Customer Firm Costs,” Journal of Marketing, Vol. 65, No. 1, 2001, pp. 9-43.
[13] Y. Theodorakioglou, K. G. Theodorakioglou and G. Tsiolvas, “Supplier Management and Its Relationship to Buyers’ Quality Management,” Supply Chain Management: An International Journal, Vol. 11, No. 2, 2006, pp. 148-159. doi:10.1108/13598540610652546
[14] A. Walter, T. Muller, G. Helfert and T. Ritter, “Functions of Industrial Supplier Relationships and Their Impact on Relationship Quality,” Industrial Marketing Management, Vol. 2, 2003, pp. 159-169. doi:10.1016/S0019-8501(02)00230-4
[15] F. Selnes, “Antecedents and Consequences of Trust and Satisfaction in Buyer-Seller Relationships,” European Journal of Marketing, Vol. 32, No. 3-4, 1998, pp. 305-322. doi:10.1108/03090569810204580
[16] P. Jonsson and M. Zineldin, “Achieving High Satisfaction in Supplier-Dealer Working Relationship,” Supply Chain Management: An International Journal, Vol. 8, No. 3, 2003, pp. 224-250. doi:10.1108/13598540310484627
[17] G. P. Dapiran and S. Hogarth-Scott, “Are Cooperation and Trust Being Confused with Power? An Analysis of Food Retailing in Australia and the UK,” International Journal of Retail and Distribution Management, Vol. 1, No. 2, 2003, pp. 256-267. doi:10.1108/09590550310472424
[18] K. Wo and C. T. Ennew, “Business-To-Business Relationship Quality an IMP Interaction-Based Conceptualization and Measurement,” European Journal of Marketing, Vol. 38, No. 9-10, 2004, pp. 1252-1271. doi:10.1108/03090560410548960
[19] C. Terawatanavong and A. Quazi, “Conceptualising the Link between National Cultural Dimensions and B2B Relationships,” Asia Pacific Journal of Marketing and Logistics, Vol. 18, No. 3, 2006, pp. 173-183. doi:10.1108/13555850610675643
[20] H. Vasudevan, S. S. Gaur and R. K. Shide, “Relational Switching Costs, Satisfaction and Commitment a Study in the Indian Manufacturing Context,” Asia Pacific Journal of Marketing and Logistics, Vol. 18, No. 4, 2006, pp. 342-353. doi:10.1108/13555850610703281
[21] C. Terawatanavong, G. J. Whitwel and R. E. Widing, “Buyer Satisfaction with Relational Exchange across the Relationship Lifecycle,” European Journal of Marketing, Vol. 41, No. 7-8, 2007, pp. 915-938. doi:10.1108/03090560710752456
[22] R. P. J. Kingshott and A. Pecotich, “The Impact of Psychological Contracts on Trust and Commitment in Supplier-Distributor Relationships,” European Journal of Marketing, Vol. 41, No. 9-10, 2007, pp. 1053-1072. doi:10.1108/03090560710773345
[23] N. G. Rodr?guez, M. J. S. Perez and J. A. T. Gutierrez, “Interfunctional Trust as a Determining Factor of a New Product Performance,” European Journal of Marketing, Vol. 41, No. 5-6, 2007, pp. 678-702. doi:10.1108/03090560710737688
[24] S. Kabaday? and S. Ryu, “The Protection of the Trustor through the Use of Control Mechanisms and Its Performance Implications,” Journal of Business and Industrial Marketing, Vol. 22, No. 4, 2007, pp. 260-271. doi:10.1108/08858620710754522
[25] J. Chung, B. Sternquist and Z. Chen, “Japanese Retail-Buyer-Supplier Relationships: Does Performance Matter?” Asia Pacific Journal of Marketing and Logistics, Vol. 20, No. 1, 2008, pp. 55-75. doi:10.1108/13555850810844878
[26] G. Svensson, T. Mysen and J. Payan, “Balancing the Sequential Logic of Quality Constructs in Manufacturing-Supplier Relationships—Causes and outcomes”, Journal of Business Research, Vol. 63, No. 11, 2010, pp. 1209-1214. doi:10.1016/j.jbusres.2009.10.019
[27] C. Moorman, G. Zaltman and R. Deshpande, “Relationships between Providers and Users of Marketing Research: The Dynamics of Trust within and between Organizations,” Journal of Marketing Research, Vol. 29, No. 3, 1992, pp. 314-329. doi:10.2307/3172742
[28] T. Gao, M. J. Sirgy and M. M. Bird, “Reducing Buyer Decision-Making Uncertainty in Organizational Purchasing: Can Supplier Trust, Commitment, and Dependence Help?” Journal of Business Research, Vol. 58, No. 4, 2005, pp. 397-405. doi:10.1016/S0148-2963(03)00137-1
[29] B. Fynes, C. Voss and S. de Búrca, “The Impact of Supply Chain Relationship Quality on Quality Performance,” International Journal of Production Economics, Vol. 96, No. 3, 2005, pp. 339-354.
[30] H. Ma, “Toward Global Competitive Advantage. Creation, Competition, Cooperation, and Co-Option,” Management Decision, Vol. 42, No. 7, 2004, pp. 907-924. doi:10.1108/00251740410550961
[31] J. C. Crotts, A. Aziz and A. Rasehid, “Antecedents of Supplier’S Commitment to Wholesale Buyers in the International Travel Trade,” Tourism Management, Vol. 19, No. 2, 1998, pp. 127-134. doi:10.1016/S0261-5177(97)00104-0
[32] L. C. Young and I. F. Wilkinson, “The Space between: towards a Typology of Interfirm Relations,” Journal of Business-to-Business Marketing, Vol. 4, No 2, 1997, pp. 53-97. doi:10.1300/J033v04n02_04
[33] C. Prahinski and W. C. Benton, “Supplier Evaluations: Communication Strategies to Improve Supplier Performance,” Journal of Operations Management, Vol. 22, No. 1, 2004, pp. 39-62. doi:10.1016/j.jom.2003.12.005
[34] J. C. Anderson and J. A. Narus, “A Model of Distributor Firm and Manufacturer Firm Working Partnerships,” Journal of Marketing, Vol. 54, No. 1, 1990, pp. 42-58. doi:10.2307/1252172
[35] A. Lancastre and L. F. Lages, “The Relationship between Buyer and a B2B E-Marketplace: Cooperation Deter-Minants in an Electronic Market Context,” Industrial Marketing Management, Vol. 35, No. 6, 2006, pp. 774-789. doi:10.1016/j.indmarman.2005.03.011
[36] S. D. Jap and S. Ganesan, “Control Mechanisms and the Relationship Lifecycle: Implications for Safeguarding Specific Investments and Developing Commitment,” Journal of Marketing Research, Vol. 37, No. 2, 2000, pp. 227-245. doi:10.1509/jmkr.37.2.227.18735
[37] K. Kim, I. Jeong, J. Park, Y. Park, C. Kim and T. Kim, “The Impact of Network Service Performance on Customer Satisfaction and Loyalty: High-Speed Internet Service Case in Korea,” Expert Systems with Applications, Vol. 32, No. 3, 2007, pp. 822-831. doi:10.1016/j.eswa.2006.01.022
[38] K. Eriksson and L. A. Vaghult, “Customer Retention, Purchasing Behavior and Relationship Substance in Professional Services,” Industrial Marketing Management, Vol. 29, No. 4, 2000, pp. 363-732. doi:10.1016/S0019-8501(00)00113-9
[39] N. J. Bharadwaj and K. Matsuno, “Investigating the Antecedents and Outcomes of Customer Firm Transaction Cost Savings in a Supply Chain Relationship,” Journal of Business Research, Vol. 59, 2006, pp. 62-72. doi:10.1016/j.jbusres.2005.03.007
[40] D. McCutcheon and F. I. Stuart, “Issues in the Choice of Supplier Alliance Partners,” Journal of Operations Management, Vol. 18, No. 3, 2000, pp. 279-301. doi:10.1016/S0272-6963(99)00026-1
[41] K. J. Petersen, G. L. Ragatz and R. M. Monczka, “An Examination of Collaborative Planning Effectiveness and Supply Chain Performance,” Journal of Supply Chain Management: A Global Review of Purchasing and Supply, Vol. 41, No. 1, 2005, pp. 14-25.
[42] R. Derocher and J. Kilpatrick, “Six Supply Chain Lessons for the New Millennium,” Supply Chain Management Review, Vol. 3, No. 4, 2000, pp. 34-41.
[43] C. R. Moberg and T. W. Speh, “Evaluating the Relationship between Queationable Practices and the Strength of Supply Chain Relationships,” Journal of Business Logistics, Vol. 24, No. 2, 2003, pp. 1-19. doi:10.1002/j.2158-1592.2003.tb00043.x
[44] J. Mohr and R. Spekman, “Characteristics of Partnership Success: Partnership Attributes,” Supply Chain Management: An International Journal, Vol. 11, No. 2, 1994, pp. 148-159.
[45] R. M. Morgan and S. D. Hunt, “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, Vol. 58, No. 3, 1994, pp. 20-38. doi:10.2307/1252308
[46] Y. Liu, Y. Li and J. Xue, “Transfer of Market Knowledge in a Channel Relationship: Impacts of Attitudinal Commitment and Satisfaction,” Industrial Marketing Management, Vol. 39, No. 2, 2010, pp. 229-239. doi:10.1016/j.indmarman.2008.12.017
[47] F. J. Farrelly and P. G. Quester, “Examining Important Relationship Constructs of the Focal Sponsorship Exchange,” Industrial Marketing Management, Vol. 34, No. 3, 2005, pp. 211-219. doi:10.1016/j.indmarman.2004.09.003
[48] F. Selnes, and K. Gonhaug, “Effects of Supplier Reliability and Benevolence in Business Marketing,” Journal of Business Research, Vol. 49, No. 3, 2000, pp. 259-271. doi:10.1016/S0148-2963(99)00017-X
[49] J. L. Heskett, W. E. Sasser and L. A. Schlesinger, “The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value,” Trans. Free Press., New York, 1997.
[50] ISO, “ISO V. Sanayi Kongresi Bas?n Bülteni,” 2011. http://www.demirdokum.com.tr/haberler/haberler.aspx?SectionId=76andContentId=464
[51] B. Metal, “Demir-Celik Sektorü”, Birlesik Metal Iscileri Sendikasi, 2003. http://birlesikmetal.org/kitap/kitap_03/2003-2.pdf
[52] Kosano, “Kocaeli Sanayisi,” Kocaeli Chamber of Industry, 2011. www.kosano.org.tr
[53] J. C. Nunnally, “Psychometric Theory,” 2nd Edition, Mc-Graw-Hill, New York, 1978
[54] K. A. Bollen, “Structural Equations with Latent Variables,” Wiley Publication, New York, 1989.
[55] R. B. Kline, “Principles and Practice of Structural Equation Modeling,” 2nd Edition, The Guilford Press, New York, 2005.
[56] W. H. Tsai, W. C. Chou and C. W. Lai, “An Effective Evaluation Model and Improvement Analysis for National Park Websites: A Case Study of Taiwan,” Tourism Management, Vol. 31, No. 6, 2010, pp. 936–952 doi:10.1016/j.tourman.2010.01.016
[57] S. Ganesan, “Determinants of Long-Term Orientation in Buyer-Seller Relationships,” Journal of Marketing, Vol. 58, No. 2, 1994, pp. 1-19. doi:10.2307/1252265
[58] P. K. Humphreys, W. L. Li and L. Y. Chan, “The Impact of Supplier Development on buyer-Supplier Performance,” Omega, Vol. 32, No. 2, 2004, pp. 131-143. doi:10.1016/j.omega.2003.09.016
[59] C. R. Carter, “Ethical Issues in International Buyer-Supplier Relationships: A Dyadic Examination,” Journal of Operations Management, Vol. 18, No. 2, 2000, pp. 191-208. doi:10.1016/S0272-6963(99)00016-9
[60] C. Y?lmaz, B. Sezen and E. T. Kabaday?, “Supplier Fairness as a Mediating Factor in the Supplier Performance-Reseller Satisfaction Relationship,” Journal of Business Research, Vol. 57, No. 8, 2004, pp. 854-886. doi:10.1016/S0148-2963(02)00485-X
[61] P. M. Doney, J. M. Barry and R. Abratt, “Trust Determinants and Outcomes in Global B2B Services,” European Journal of Marketing, Vol. 41 No. 9-10, 2007, pp. 1096-1116. doi:10.1108/03090560710773363

  
comments powered by Disqus

Copyright © 2020 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.