Endüstriyel Pazarda İlişki Kalitesi ve Müşterinin Algıladığı Değer İlişkisinde Tedarikçi Değiştirme Maliyetinin Aracı Etkisi
Mediator Effect of Supplier Switching Cost on the Relationship Between Relationship Quality and Customer Perceived Value in B2B Market

Summary/Abstract: Purpose - The research aims to examine the intermediary effect of supplier switching cost on the relationship between relationship quality and customer perceived value in the industrial market. Design/methodology/approach - Regression analysis was performed with the bootstrap method to examine the mediating role of supplier switching cost in the relationship between relationship quality and customer perceived value. The data collected through a survey from a sample of 450 people of production enterprises in the industrial market, consisting of company officials and determined using the convenience sampling method, were analyzed using process v3.5 macro plug-in developed by Hayes with the IBM SPSS 23.0 programs. In order to analyze the research model, the mediating effect (direct and indirect) analysis method of Baron and Kenny (1986) was taken as a basis. Findings - As a result of the analysis made; it has been observed that the relationship quality affects the value perceived by the customer directly and indirectly on the cost of changing the supplier. With the strengthening of the relationship between enterprises the cost of switching suppliers causes an increase in the value perceived by the customer.

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