Building Customer Loyalty through Relationship Quality
DOI:
https://doi.org/10.70550/joseb.v3i1.314Keywords:
Manufacturing Industry, B2B, Relationship Quality, Customer LoyaltyAbstract
Objectives: This study aims to examine the effects of relationship quality dimensions, namely customer satisfaction, trust, and commitment, on customer loyalty in a Business-to-Business (B2B) context within the manufacturing industry at PT Indonesia Steel Tube Works (ISTW).
Methodology: This research employs a quantitative approach using a survey method, with data collected from 119 B2B customers of PT ISTW who are directly involved in purchasing decision-making processes.
Finding: The results show that customer satisfaction and trust do not have a significant direct effect on customer loyalty, indicating that in mature B2B relationships these variables primarily function as basic relational prerequisites rather than key drivers of loyalty. Conversely, commitment has a positive and significant effect on customer loyalty, highlighting the importance of relational attachment and a long-term orientation in sustaining B2B partnerships.
Conclusion: This study concludes that commitment represents the primary determinant of customer loyalty in B2B manufacturing relationships.
Downloads
References
Alshurideh, M. T., Al Kurdi, B., Almomani, H., Obeidat, Z. M., & Masa’deh, R. (2023). Antecedents and consequences of relationship quality in pharmaceutical industries: A structural equation modelling approach. PLoS ONE, 18(1 January). https://doi.org/10.1371/journal.pone.0279824
Anora, A., Setiadi, S., Maulana, R., & Ginanjar, N. S. (2024). Pengaruh Kepercayaan Konsumen dan Komitmen Konsumen Terhadap Niat Beli Produk Elektronik di Bandung, Jawa Barat. Jurnal EMT KITA, 8(1), 9–17. https://doi.org/10.35870/emt.v8i1.1705
Aprilianto, B., Welsa, H., & Udayana, I. B. N. (2022). Pengaruh Commitment, Trust Terhadap Customer Satisfaction Dan Customer Loyalty. Widya Manajemen, 4(1), 1–11.
Arthur, E., Agbemabiese, G. C., Amoako, G. K., & Anim, P. A. (2024). Commitment, trust, relative dependence, and customer loyalty in the B2B setting: the role of customer satisfaction. Journal of Business and Industrial Marketing, 39(5), 933–948. https://doi.org/10.1108/JBIM-08-2022-0375
Hair, J., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Thousand Oaks .
Hartini, S., Sari, D. P., Alkaisi, F., & Naufal, T. R. (2022). Sustainable Manufacturing dan Circular Economy: A Systematic Literature Review. In Jurnal Teknik Industri (Vol. 17, Number 3).
Indah, F., Putri, W., & Surianto, M. A. (2022). Strategi Mengelola Hubungan Pelanggan Pada Kajian Business To Business PT Wakabe Indonesia. Jurnal Indonesia Sosial Sains, 3(1), 44–56. http://jiss.publikasiindonesia.id/
Iskandar, R. P., Hartoyo, H., & Yulianti, L. N. (2023). The Effect of Service Quality and Marketing Mix On Customer Satisfaction and Trust in Building Loyalty: B2B Customers of PT. Farmsco Feed Indonesia. Jurnal Manajemen Dan Agribisnis. https://doi.org/10.17358/jma.20.2.236
Kalia, P., Kaushal, R., Singla, M., & Parkash, J. (2021). Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach. TQM Journal, 33(7), 377–396. https://doi.org/10.1108/TQM-04-2021-0108
Muhammad Syahrul Maulana, Alif Finno Fidzaky, Ayunda Febri Kinanti, Dimas Prayoga, & Muhammad Yasin. (2023). Perkembangan Sektor Industri Manufaktur Terhadap Globalisasi. MENAWAN : Jurnal Riset Dan Publikasi Ilmu Ekonomi, 2(1), 101–112. https://doi.org/10.61132/menawan.v2i1.141
Nurmawaddah Pasaribu, Abdurrozaq Hasibuan, Ade Oka Syahputra, & Jeany Amelia Putri. (2025). Pengaruh Sistem Manufaktur Berkelanjutan terhadap Daya Saing Perusahaan Industri di Indonesia. Mars : Jurnal Teknik Mesin, Industri, Elektro Dan Ilmu Komputer, 3(3), 177–221. https://doi.org/10.61132/mars.v3i3.865
Pratama, M. P., Ramli, A. H., & Mariam, S. (2024). Customer Engagement, Customer Satisfaction, Customer Commitment And Customer Loyalty. Jurnal Ilmiah Manajemen Kesatuan, 11(3). https://doi.org/10.37641/jimkes.v11i3.2309
Qomarsyah, M. M., Mahyarni, & Romus, M. (2023). Pengaruh Kualitas Produk Dan Pelayanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening Pada Koperasi Syariah BMT Al-Ittihad Pekanbaru. Jurnal Bisnis Kompetif, 2(1), 31–39.
Rinenggo, A., Sudiro, A., Sunaryo, & Hussein, A. S. (2024). Trustworthiness in Indonesia healthcare: fostering loyalty in B2B relationships. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2371991
Sari, A. C. M., & Lestariningsih, M. (2021). Pengaruh Promosi Dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Aplikasi Shopee (Studi Pada Mahasiswa Stesia Surabaya). Jurnal Ilmu Dan Riset Manajemen, 17.
Sudiyono, K. A., Utomo, P., & Severesia, C. (2022). Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector. Journal of Business and Management Review, 3(9), 627–640. https://doi.org/10.47153/jbmr39.4552022
Tandiwijaya, R., & Rini, Y. P. (2022). Pengaruh Gaya Hidup, Kualitas Pelayanan, dan Kepercayaan Terhadap Loyalitas Pelanggan Tiket Hotel pada Aplikasi Pegipegi (Studi Kasus pada Pelanggan di Kota Tangerang). Prosiding: Ekonomi Dan Bisnis, 2(2).
Terinda, J. P., & Retno Budi Lestari. (2025). Pengaruh Kualitas Pelayanan, Citra Merek, Komitmen terhadap Loyalitas Pelanggan Hotel Duta Palembang. Journal of Management and Bussines (JOMB), 7(2), 61–65. https://doi.org/10.31539/jomb.v7i2.14572
Vaniara, F. V., & Pramono, R. (2022). The Effect Of Perceived Value, Customer Satisfaction And Trust On Customer Loyalty At The DM Clinic In East Jakarta. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 6(3), 1–11. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Journal of Sustainable Economic and Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
