Factors That Affect Longevity Of Business Relationships

Margaretha P. Berlianto, Innocentius Bernarto

Abstract


Globalization has brought changes to all aspects of economic life, socio-cultural, and human lifestyle. Globalization results in many emerging multinational corporations, varieties of food and restaurants from other countries that exist in Indonesia. The Serba Food Restaurant is the object of this study, in which it is a new comer in the restaurant business that is widely-known in the Jabodetabek area. This study intends to examine whether there is any effect of service quality on customer satisfaction, trust, interpersonal connectedness, and longevity of business relationships. A statistical test was conducted on the 103 respondents from the university students who have once eaten in the Serba Food Restaurant. This study uses the PLS-SEM method as a statistical tool.

This study has found that service quality has a positive influence on customer satisfaction, customer satisfaction has a positive influence on trust, trust has a positive influence on customer satisfaction, customer satisfaction has a positive impact to longevity of business relationships, and trust has a positive influence on longevity of business relationships. However, service quality has no positive influence on trust, and interpersonal relationships have no positive influence on trust.This study has provided a valuable contribution to the Serba Food Restaurant in order to create its longevity of business relationships. 

Keywords


service quality; customer satisfaction; trust; interpersonal connection; business longevity

Full Text:

PDF PDF

References


Adelia, F.R., and Berlianto, M.P. (2014), “Hubungan Citra Merek Perusahaan, PersepsiNilai, KepuasandanKepercayaanTerhadapLoyalitasPelanggan”, skripsi

Andaleeb, S.A., and Conway, C. (2006), “Customer satisfaction in the restaurant industry: an examination of the transaction-specific model”, Journal of Services Marketing, 20/1 (2006) 3–11

Arnould, Price, and George Zinkhan.Consumers. 2nd ed. New York: Mc-Graw Hill, 2005

Aryani, D. and Rosinta, F. (2010). PengaruhKualitasLayananterhadapKepuasanPelanggandalamMembentukLoyalitasPelanggan, Bisnis&Birokrasi, JurnalIlmuAdministrasidanOrganisasi, Mei—Agus 2010, hlm. 114-126 ISSN 0854-3844 Volume 17, Nomor 2

Babin, Barry J. and Eric, G Haris.CB2. United States: Cengage Learning, 2011

Beebe, Steven A., Susan J. Beebe, and Mark V. Redmond, 1996, Interpersonal Communication. Boston: Allyn and Bacon

Berry, Leonard L. (1995),”Relationship Marketing of Services-Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, 23(Fall), 236-45.

Biro PusatStatistik (2010), www.bps.go.id

Cronin, J. and Taylor, S. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.

D. H. McKnight and N. L. Chervany. (1996). The Meanings of Trust. Technical Report MISRC Working Paper Series 96-04, University of Minnesota, Management Information Systems Reseach Center

Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh. (1987), “ Developing Buyer-Seller Relationship,” Journal of Marketing, 51 (April), 11-27.

Edvardsson, Bo, Bertil Thomasson and John Ovretveit.Quality of Service.Cambridge University. England: McGraw-Hill,1994.

Fernandus, Mulyadi and John J.O.I. Ihalauw (2006), “Penerapan Interpersonal Relationship Pada Business to Business Marketing”. DinamikaBisnis, 1(1), 78-88,

Gambetta, D. G. (Ed.). 1988. Can we trust trust? In D. G. Gambetta (Ed.), Trust: 213-237. New York: Basil Blackwell.

Ganesan, S. (1994), Determinants of Longterm Orientation in Buyer-Seller Relationship, Journal Marketing Vol 58, pp. 1-19.

Garbarino.Ellen and Mark Johnson (1999), “The Different Roles of Satisfaction, Trust and Commitment for Relational and Transactional Consumers”, Journal of Marketing, 63, p70-87.

Ghozali, Imam.( 2014). Structural Equation Modeling: MetodeAlternatifdenganPartiual Least squares (PLS). Semarang: BadanPenerbitUniversitasDiponegoro Semarang

Gronroos, C. (2001), “The perceived service quality concept – a mistake?”, Managing Service Quality, Vol. 11 No. 3, pp. 150-2.

Hoffman , K.D. and J.E.G. Bateson (1997). Essential of Service Marketing. Fort Worth: The Dryden Press.

Inggar, I. (2010), “ Faktor-faktor yang mempengaruhikelanggenganketerhubunganbisnisantara PD Mandiridengan para pelanganbisnis”, skripsi

Lau, G Thenk and Lee, S. Han. (1999), “Consumers’ Trust in a Brand and the Link to Brand Loyalty.”Journal of Market Focused management, Vol. 4, 341-370.

Lestari, E. 2009.MenyimakKepuasanPelanggan di Mancanegara. www.swa.co.id.5 Oktober.

Mayer, R.C., Davis, J.H., and Shoorman, F.D. (1995). An Integrative Model of Organizational Trust, Academy of Management Review, 20(3), pp. 709-734

Mayfield, M., Mayfield, J., and Stephens, D. (2007), “ The Relationship Of Generic Strategy Typing And Organizational Longevity: A Preliminary Analysis In The Comic Book Industry Using The Miles And Snow Typology” Competitive Review: An International Business Journal, Vol. 17 No. 1/2, 2007 pp. 94-108

McKnight, D. H., &Chervany, N. L. 2001. Trust and distrust definitions: One bite at a time. In R. Falcone, M. Singh, & Y.-H. Tan (Eds.),Trust in cyber-societies: 27–54. Berlin & Heidelberg: Springer-Verlag.

Moorman, Christine, Rohit Deshpande, and Gerald Zaltman (1993), “Factors Affecting Trust In Market Research Relationships.” Journal of Marketing 57(21 Jan): 81-102.

Morgan, Robert M and Shelby D. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58 (July), 20-38

Nyer, P. (1999), “Cathartic Complaining As A Means Of Reducing Consumer Dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 12, pp. 15-25.

Oliver, R.L. (1987), “An Investigation Of The Interrelationship Between Consumer (Dis)Satisfaction And Complaining Reports”, in Wallendorf, M. and Anderson, P. (Eds), Advances in Consumer Research, Vol. 14, Association of Consumer Research, Provo, UT, pp. 218-22.

Oliver, R.L. (1997), “Satisfaction: A Behavioral Perspective on the Consumer”, McGraw-Hill, New York, NY

Papadopoulou, P., Andreou, A., Kanellis, P., Martakos, D., 2001. Trust and relationship building in electronic commerce.Internet Research: Electronic Networking Applications and Policy. 11 (4),322 – 332.

Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.

Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-37.

Parasuraman, A., Zeithaml, V. and Berry, L. (1994),“Reassessment Of Expectations As A Comparison Standard In Measuring Service Quality: Implications For Further Research”, Journal of Marketing, Vol. 58 No. 1, pp. 111-24.

Payne, John W., James R. Bettman, and Eric J. Johnson (1993), The Adoptive Decision Maker. Cambridge: Cambridge University Press.

Perceived Service Quality and Satisfaction,” Journal of Retailing,72 (2): 201–214.

Ranaweera, Chatura and JaideepPrabhu, 2003. The Influence of Satisfaction, Trust and Switching Barriers on Customer Retention in AContinous Purchasing Setting. International Journal of ServiceIndustry Management, Vol. 14.No. 4.

Reichheld, Frederick F and Scott D. Cook.The Quest of Loyalty: Creating Value Through Partnership. Harvard Collage. United States: A Harvard Business Review Book, 1996.

Rousseau, D. M., Sitkin, S. B., Burt, R. S., &Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23, 393–404.

Sabiote, E. F., &Román, S. (2009). The influence of social regard on the customer-service firm relationship: The moderating role of length relationship. Journal of Business and Psychology, 24(4), 441-453.

Shaker, T. Ismail and Y. AlsadiBasem.“Relationship Marketing and Organizational Performance Indicators”.European Journal of Social Science, vol. 12 no. 4 (2010): 545-557.

Sheth, Jagdish and Mittal banwari.Consumer Behavior: A managerial Perspective, 2nd ed. South Western: Thomson, 2004.

Shin, Dooyoung and Elliott, K.M. (2001), “Measuring Customers’ Overall Satisfaction: A Multi-Attributes Assessment”, Services Marketing Quarterly, Vol. 22 (1), pp. 3-19.

Singh, Jagdip and Deepak Sirdeshmukh (2000), “Agency and Trust Mechanisms in Relational Exchanges,” Journal of the Academy of Marketing Science, 28 (Winter), 150-167.

Sirdeshmukh, D., Singh, J. and Sabol, B. (2002) Consumer Trust, Value, and Loyalty in Relational Exchange, Journal of Marketing, 66, pp. 15-37.

Situmorang, H., 2012. http://sp.beritasatu.com/home/kopitiam-tidak-bisa-dipatenkan/17572

Spreng, Richard A. and Robert D. Mackoy. (1996). “An Empirical Examination of a Model of

Svensson, Goran. “The Triadic Trust in Business Networks: A Conceptual Model and Empirical Illustration”. Journal of Business Management, Vol.16 no, no. 2 (2004): 165-190.

Tendean, C.A. (2011), “Pengaruhkualitasjasadanketerhubunganantar personal terhadapkelanggenganbisnisdengankepuasanpelanggandankepercayaansebagai variable intervening (suatu survey konsumenpada salon Chandra Gupta Supermall Karawaci, Tangerang), Skripsi

Wa, Marsum (1994), “Restorandansegalapermasalahannya:”Andi Offset, Yogyakarta

Zeithaml, V. and Bitner, M.J. (2003), Services Marketing, 3rd ed., McGraw-Hill Irwin, Boston, MA.

Zeithaml, V.A, L.L.A. Berry and A. Pasuraman. (1996). TheBehavioural Consequences Of Service Quality. Journal of Marketing, Vol. 60. No.2, pp. 31-46.

Margaretha P. Berlianto and Innocentius Bernarto.(2015).Factors That Affect Longevity Of Business Relationships.The Third International Multidiciplinary Conference on Social Sciences (The 3rd IMCoSS) 2015 Bandar Lampung University (UBL)


Refbacks

  • There are currently no refbacks.


International Multidiciplinary Conference On Social Sciences (IMCoSS)
Bandar Lampung University
ISSN : 2460-0598