The Roles of Relationships and Service Quality as Drivers of Customer Loyalty: An Empirical Study

Abstract

This study empirically examines 270 B2B firms based in Guangdong province, China, in an attempt to increase understanding of the interplays between service quality, relationship quality and customer loyalty from a social exchange theory viewpoint. The study reveals that service quality is positively related to relationship quality, relationship quality is positively related to customer loyalty, and service quality is positively related to customer loyalty. At the same time, relationship quality partially mediates the relationship between service quality and customer loyalty. The study offers useful insights to practitioners on how to cultivate better relationships with collaborators through offering better services which in turn help them retain customers. 16 Open Journal of Social Sciences eyewear processing and manufacturing industry in Guangdong province as an example to investigate the relationships between service quality, relationship quality, and customer loyalty, aiming at clarifying the mechanisms by which service quality influences relationship quality and customer loyalty in the processing and manufacturing industry, compensating for the lack of relevant research works, and providing some guidance for firms regarding how to reduce costs and enhance competitiveness.This study is relevant from the viewpoints of both theory and practice. From a theoretical viewpoint, the findings of this research contribute to a better understanding of the antecedents of customer loyalty. From a managerial viewpoint, we offer guidance for service providing firms regarding the suitability of the strategies they employ to cultivate customer loyalty.

An empirical investigation of Service encounter quality, Relationship quality and Perceived value on Customer loyalty in Hospitality industry

“…The hypothesis was significantly validated (p 0.001) with regard to the moderating influence of relationship quality on the connection between service encounter quality and customer loyalty. This is consistent with research by Ali (2020), which found that the quality of relationships has a positive moderating effect on the link between service quality and customer loyalty.…”

“…Relationship quality and service encounter quality were shown to be positively correlated in the research (r = 0.293, p 0.001). This was in line with research by Ali (2020), who wrote a paper titled "The Roles of Relationships and Service Quality as Drivers of Customer Loyalty: An Empirical Study" in which he discussed the subject. According to the study, relationship quality and service quality are positively correlated.…”

Sustaining Success in B2B Partnerships: Exploring Intention to Continue the Relationship

“…Satisfaction serves as a key element in social exchange, influencing the level of distributor dependence on the company. This highlights the importance of fostering mutually beneficial interactions and trust in building enduring relationships [82].…”

How perceived crowding changes the interrelationships between perceived value, tourist satisfaction and destination loyalty: the empirical study at Hoi An

“…Because the commitment towards an object is voluntary, social exchange theory is widely adopted to explain the determinants of loyalty (Sierra & McQuitty, 2005; Ali, 2020). According to this theory, the beneficial outcomes obtained from a relationship would motivate humans to commit to it voluntarily.…”