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description Journal article public MIX: Jurnal Ilmiah Manajemen

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

Andreas Samudro, Ujang Sumarwan, Megawati Simanjuntak, Eva Z. Yusuf
Published 2019

Abstract

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

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  • visibility 291 views
  • get_app 301 downloads