Satisfaction in Relation to the Metrics of Quality Constructs in South African Manufacturer- Supplier Relationships

Esic Market Economic and Business Journal, Vol. 44, Issue 1, January-April 2013, pp. 55-71

18 Pages Posted: 13 Jun 2013

See all articles by Mercy Mpinganjira

Mercy Mpinganjira

University of Johannesburg

Marlene Bogaards

University of Johannesburg

Goran Svensson

Oslo School of Management, Norway

Tore Mysen

Oslo School of Management

Carmen Padín

Universidad de Vigo

Date Written: January 2013

Abstract

Trust, commitment, and satisfaction are three important commonly identified constructs in establishing close manufacturer-supplier business relationships in competitive markets. There is, however, a lack of consensus on how these three constructs relate to one another. This study aims at testing whether satisfaction plays an important mediating role between commitment and trust, and whether satisfaction influences the three important outcomes in business relationships; namely: cooperation, coordination, and continuity. Data was collected from organizations that are part of the 500 largest companies in South Africa using computer-assisted telephone interviews. The findings support the proposed conceptual framework of the study, which show that trust and commitment are positively related to satisfaction; and that satisfaction is positively related to coordination, cooperation, and continuity. An important contribution is made by this study regarding the understanding of the nomo-logical network of quality constructs in manufacturer-supplier relationships. The results support the importance of developing trusting and committed relationships that increase satisfaction as precursors for ensuring coordination, cooperation, and continuity of business relationships.

Keywords: satisfaction, trust, commitment, coordination, cooperation, continuity, relationship marketing, South Africa

JEL Classification: M31, L22

Suggested Citation

Mpinganjira, Mercy and Bogaards, Marlene and Svensson, Goran and Mysen, Tore and Padín, Carmen, Satisfaction in Relation to the Metrics of Quality Constructs in South African Manufacturer- Supplier Relationships (January 2013). Esic Market Economic and Business Journal, Vol. 44, Issue 1, January-April 2013, pp. 55-71. Available at SSRN: https://ssrn.com/abstract=2278356

Mercy Mpinganjira (Contact Author)

University of Johannesburg ( email )

PO Box 524
Auckland Park
Johannesburg, Gauteng 2006
South Africa

Marlene Bogaards

University of Johannesburg ( email )

Department of Economics and Econometrics
Auckland Park
Johannesburg, Gauteng 2006
South Africa

Goran Svensson

Oslo School of Management, Norway ( email )

Norway

HOME PAGE: http://www.nordinavia.se

Tore Mysen

Oslo School of Management

P.O. Box 1195
Oslo
Norway

Carmen Padín

Universidad de Vigo ( email )

Campus as Lagoas
Ourense, Ourense 32004
Spain

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