The Role of Distributor Services in Building Customer Loyalty

Oct 13, 2025 by wbrum.org 134 views

The Effect of Quality of Distributor Services on Loyalty through the Quality of Relationships in Retail Anlene in the South Medan Region

In today's highly competitive market, companies in the milk processing industry, such as PT Fronterra Brands Indonesia, are constantly seeking innovative strategies to stay ahead of the competition. One such strategy is to optimize the distribution channel through solid cooperation with supply chain members. This collaboration is crucial in ensuring the smoothness and effectiveness of product distribution, particularly in the southern area of Medan. In this context, PT Fronterra Brands Indonesia has partnered with PT Singa Asia Perkasa Utama to ensure that distributors not only provide good distribution services but also maintain quality relationships with retailers, such as Alfamart, to build customer loyalty.

The Role of Distributor Services in Building Customer Loyalty

The quality of distributor services is a critical factor that affects customer satisfaction and loyalty. In the context of this research, the quality of services provided by the distributor of PT Singa Asia Perkasa Utama has a significant impact on the quality of relationships that exist with Alfamart retailers. This study employs a quantitative approach with the Structural Equation Modeling (SEM) analysis method to test the hypothesis of the influence of distributor service quality on customer loyalty through the quality of relationships.

The results of this study demonstrate that there is a positive and significant influence between the quality of distributor services and the quality of relationships. In other words, the better the services provided by the distributor, the better the relationship that exists with retailers. This good quality relationship has a positive and significant effect on customer loyalty. When retailers are satisfied with the relationships that are intertwined and the services received, they tend to remain loyal and make repeated purchases.

The Mediating Role of Relationship Quality

In this study, the quality of relationships acts as an intervening variable between the quality of distributor services and loyalty. This finding suggests that the quality of distributor services not only directly affects loyalty but also through the quality of the built-up relationship. In other words, distributors who provide good services can create strong relationships with retailers, which in turn will encourage customer loyalty.

The Importance of Distributor Services in Building Customer Loyalty

The results of this study provide a clear picture of the importance of the quality of distributor services in building customer loyalty through good quality relationships. In the midst of fierce competition, companies such as PT Fronterra Brands Indonesia need to ensure that they not only focus on product quality but also in relationships built with retailers. This is an effective strategy to improve company performance and maintain market share in the milk processing industry.

Implications for Companies and Distributors

The findings of this study have significant implications for companies and distributors in the milk processing industry. Companies are expected to pay more attention to aspects of service quality in their distribution strategies, while distributors are also expected to continue to strive to build better relationships with retailers for higher customer satisfaction. By doing so, companies can improve their performance and maintain market share in the industry.

Conclusion

In conclusion, this research provides a comprehensive understanding of the importance of the quality of distributor services in building customer loyalty through good quality relationships. The findings of this study have significant implications for companies and distributors in the milk processing industry, highlighting the need to focus on service quality and relationship building to improve company performance and maintain market share.

Recommendations for Future Research

This study provides a foundation for future research in the area of distributor services and customer loyalty. Future studies can build on the findings of this study by exploring the impact of other factors, such as product quality and pricing, on customer loyalty. Additionally, future studies can investigate the role of technology in improving distributor services and customer loyalty.

Limitations of the Study

This study has several limitations that should be noted. Firstly, the study is limited to the milk processing industry in the South Medan region, and the findings may not be generalizable to other industries or regions. Secondly, the study relies on a quantitative approach, and future studies can benefit from a mixed-methods approach to provide a more comprehensive understanding of the topic.

Conclusion

Q: What is the main objective of this study? A: The main objective of this study is to investigate the effect of the quality of distributor services on loyalty through the quality of relationships in retail Anlene in the South Medan region.

Q: What is the significance of this study? A: This study is significant because it provides a comprehensive understanding of the importance of the quality of distributor services in building customer loyalty through good quality relationships. The findings of this study have significant implications for companies and distributors in the milk processing industry, highlighting the need to focus on service quality and relationship building to improve company performance and maintain market share.

Q: What is the research methodology used in this study? A: This study employs a quantitative approach with the Structural Equation Modeling (SEM) analysis method to test the hypothesis of the influence of distributor service quality on customer loyalty through the quality of relationships.

Q: What are the key findings of this study? A: The key findings of this study are:

There is a positive and significant influence between the quality of distributor services and the quality of relationships.
The quality of relationships acts as an intervening variable between the quality of distributor services and loyalty.
The quality of distributor services not only directly affects loyalty but also through the quality of the built-up relationship.

Q: What are the implications of this study for companies and distributors? A: The findings of this study have significant implications for companies and distributors in the milk processing industry. Companies are expected to pay more attention to aspects of service quality in their distribution strategies, while distributors are also expected to continue to strive to build better relationships with retailers for higher customer satisfaction.

Q: What are the limitations of this study? A: This study has several limitations that should be noted. Firstly, the study is limited to the milk processing industry in the South Medan region, and the findings may not be generalizable to other industries or regions. Secondly, the study relies on a quantitative approach, and future studies can benefit from a mixed-methods approach to provide a more comprehensive understanding of the topic.

Q: What are the recommendations for future research? A: This study provides a foundation for future research in the area of distributor services and customer loyalty. Future studies can build on the findings of this study by exploring the impact of other factors, such as product quality and pricing, on customer loyalty. Additionally, future studies can investigate the role of technology in improving distributor services and customer loyalty.

Q: What are the practical implications of this study for companies and distributors? A: The practical implications of this study for companies and distributors are:

Companies should focus on service quality and relationship building to improve company performance and maintain market share.
Distributors should continue to strive to build better relationships with retailers for higher customer satisfaction.
Companies and distributors should invest in training and development programs to improve service quality and relationship building skills.

Q: What are the theoretical implications of this study? A: The theoretical implications of this study are:

The study provides a comprehensive understanding of the importance of the quality of distributor services in building customer loyalty through good quality relationships.
The study highlights the need to focus on service quality and relationship building to improve company performance and maintain market share.
The study provides a framework for understanding the complex relationships between distributor services, relationships, and loyalty.