EFFECTS OF CUSTOMER VALUE AND SERVICE QUALITY ON CUSTOMER LOYALTY: MEDIATION ROLE OF TRUST AND COMMITMENT IN BUSINESS-TO-BUSINESS CONTEXT

Azam Haghkhah (), S. Mostafa Rasoolimanesh () and Ali A. Asgari ()
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Azam Haghkhah: Faculty of Management, Universiti Teknologi Malaysia, Johor Bahru, Malaysia
S. Mostafa Rasoolimanesh: Faculty of Social Sciences and Leisure Management, Taylor’s University, Subang Jaya, Malaysia
Ali A. Asgari: Faculty of Management, Universiti Teknologi Malaysia, Johor Bahru, Malaysia

Management Research and Practice, 2020, vol. 12, issue 1, 27-47

Abstract: This study aims to investigate the effects of customer value, service quality, trust and commitment on customer loyalty in the context of business-to-business. Moreover, this study examines the mediating role of commitment and trust between service quality, customer value and customer loyalty. This study is informed by a sample of 350 managers and employees working for two Iranian automotive industries. The results reveal a significant effect for service quality, customer value, commitment and trust on customer loyalty. In addition, the findings confirm a mediating role for commitment and trust between service quality, customer value and customer loyalty. This study makes a significant theoretical contribution to the B2B literature by examining the effects service quality and customer value on customer loyalty in a single model, and by exploring the meditating role of commitment and trust between these constructs. Moreover, the findings of this study have a number of practical implications.

Keywords: Customer loyalty; service quality; customer value; commitment; trust; business to business (B2B) (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (1)

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