E-Service quality and relationship quality on dealer satisfaction: Channel power as a moderator

Abstract

Along with the rapid growth of electronic services (e-services), supplier–dealer marketing channels have changed. This study expands on previous studies by examining the effects of e-service quality and relationship quality on dealer satisfaction. Channel power was proposed to have moderating effects on relationship quality and dealer satisfaction. Results of data analysis indicated that e-service quality has a positive effect on relationship quality, which in turn has a positive effect on dealer satisfaction. Furthermore, non-coercive power had a significant moderating effect on relationship quality and dealer satisfaction, but coercive power did not. The results imply that dealers are more tolerant of coercive power in Taiwan, which is also a reflection of the cultural differences between Taiwan and Western countries.