Title:
INFLUENCE OF SUPPLIER PERFORMANCE ON LOYALTY WITH TRUST AS A MEDIATION VARIABLES

Authors:
Herman Ruslim, Joyce A. Turangan, Andi Wijaya, Indonesia

Abstract:

This research assesses supplier performance based on four aspects; product quality, sales service quality, technical repair service support, and complaint handling. The purpose of this study is to determine whether there is an influence of the four variables above with trust in suppliers and to find out whether trust in suppliers can be a mediating variable for the four variables on customer loyalty. The research took a sample of 100 people using the SEM-PLS test. The result of supplier performance showed (1) in a product, and sales service quality, technical improvement services, and complaint handling services had a significant effect on trust in suppliers; (2) trust in suppliers had a significant effect on customer loyalty; (3) trust in suppliers can mediate the relationship between product quality, sales service quality, technical repair services, and complaint handling services with customer loyalty.