The Effect Of Service Quality On B2B Relationship In Coconut Industry

Abstract

This study carefully analyzed the function of high-quality services in forming direct business-to-business (B2B) connections within the desiccated coconut industry in Tumkur district, Karnataka, India. It assesses how service quality influences customer satisfaction, loyalty, and the durability of long-term B2B relationships. Using data from 198 desiccated coconut enterprises and 396 B2B customers, the study employs to test the relations between the independent (service quality) and dependent (long-term business relationships) variable. The findings show that assurance, responsiveness, and dependability are significant factors that influence client loyalty and satisfaction. All things considered; the establishment of enduring connections is intimately related to the five aspects of service excellence. Customer responsiveness, service consistency, and trust-building are central to maintaining B2B relationships, the study finds. Customer loyalty is influenced by tangibles and empathy, albeit less so. From the findings, research proposes actions that define implications for businesses within the desiccated coconut supply chain, with emphasis on the key factors of service reliability, responsiveness, assurance, empathy, and tangibles (packaged goods and business appearance). This research ascertains the positively influential role of ‘Service Quality’ towards sustainable long term reciprocal type B2B relationship, which is evidently a requisite for the development and competitiveness of desiccated coconut business enterprises in Tumkur district.