BUILDING THE MODEL OF A RELATIONSHIP’S QUALITY: AN INVESTIGATION OF THE CHEMICAL INDUSTRY

Andreas Samudro • Ujang Sumarwan • Megawati Simanjuntak • Eva Z. Yusuf
Journal article MIX: Jurnal Ilmiah Manajemen • 2019

Unduh teks lengkap
(English, 16 pages)

Abstrak

The purpose of this study is to develop a model of the quality of a relationship and investigate the links among its constructs. This empirical study aims to explore the constructs’ links between the key constituents of the model of the relationship’s quality: trust, satisfaction, and commitment. A structural equation model is employed to confirm the model and investigate the correlations and influences between the constructs. The results of the analysis confirm the direct influence of commitment towards loyalty. Satisfaction does not have a direct influence on loyalty; it does so through the mediate variable of commitment. The finding confirms the model of the relationship’s quality with strong influences among its constituents: satisfaction, trust, and commitment. Commitment is the only variable that has a direct influence on customer loyalty

Metrik

  • 77 kali dilihat
  • 20 kali diunduh

Jurnal

MIX: Jurnal Ilmiah Manajemen

MIX: Jurnal Ilmiah Manajemen adalah jurnal ilmiah bidang studi manajemen organisasi, pemasaran, d... tampilkan semua