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All Journal Journal of Sustainable Economic and Business
Hendrianto, Andhika
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Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Building Customer Loyalty through Relationship Quality Hendrianto, Andhika; Wibowo, Mas Wahyu
Journal of Sustainable Economic and Business Vol. 3 No. 1 (2026): Journal of Sustainable Economic and Business (JOSEB)
Publisher : ARE Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70550/joseb.v3i1.314

Abstract

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.
Co-Authors Mas Wahyu Wibowo