Factors affecting customer-supplier electronic relationship (ER): A customers’ perspective

Abstract

Maintaining durable and long-lasting relationships with customers is a key factor that is widely considered by marketing practitioners and company management. Therefore, this study aims to explore and examine the factors (personal interest, trust, safety perceptions, E-transaction acceptance, and privacy concerns) influencing electronic relationship ER from the customers’ perspectives. The study selected the sample from university students (456 respondents) and was conducted in United Arab Emirates UAE, to analyze their perspectives about these factors. The study findings found significantly positive effect of all these factors on ER. And the most influential one was the personal interest followed by trust. Our research concludes by mentioning customers’ communication experiences and perceptions with their companies in order to assess their ability to meet expectations and maintain ongoing relationships. The research implications offer the marketing practitioners with insight to diversify their interaction ways with their key customers.

Validation of Instrument Measuring the Impact of SCM Practices and SCM Agility on Competitive Advantage and Organization Performance in Indian Pharmaceutical Firms

“…SSP is a long-term association of the firm with its suppliers that is established with an intent to leverage the operational as well as strategic capabilities of both firms for overall benefit (Faruquee et al, 2021;Qrunfleh & Tarafdar, 2013). This type of collaboration goes beyond the traditional buyer-supplier relationship and involves a long-term, mutually beneficial collaboration between a firm and its suppliers, for example, such participation at early stages in the process of designing the product presents multiple options on effective cost-saving, product designs and technology (Alshurideh et al, 2023;Siagian et al, 2021). Establishing and nurturing lasting relationships with customers is a fundamental aspect of customer relationship management (CRM) (Aripin et al, 2024).…”