British Journal of Marketing Studies (BJMS)

EA Journals


Antecedents of Relationship Quality on Commitment in the Health-Care Sector in Port Harcourt, Nigeria (Published)

Our emphasis is to investigate the antecedent of relationship quality on commitment in the health-care sector in Port Harcourt, Nigeria. The study design takes on a cross-sectional survey with researchers adopting a quantitative research approach. 151 copies of a structured questionnaire were conveniently administered on the customers of the various hospitals and clinics in Port Harcout of which 118 copies were found useable. The measurement scale used for the three constructs of the study was modified from extant literature. Correlation coefficient and regression analysis using (SPSS 20.0 version and Gretl statistical package were employed for data analysis and testing of the proposed study model. Results point to a significant and positive relationship between antecedent of relationship quality constructs; seller provider expertise and effective communication on commitment. We therefore recommend that a physician’s expertise and his ability to communicate effectively with his clients can lead to a more committed relationship with them. What is more, such an expertise must be proven through superior skills, capabilities etc and deliberately display and communicate evidence of quality when necessity dictates. Physicians should ensure timely and accurate information are given to their clients. That is, communication must precede, follow and be concurrent with service delivery. Also, clients must open up to their doctors and share relevant information with them.


Keywords: Antecedents of relationship quality, Commitment, Effective Communication, credence service., service provider expertise


Commitment is an essential ingredient for successful long-term relationships between customer satisfaction and information communication technology utilization. Developing Customer’s commitment in business relationships pays off in increased profits, customer retention, willingness to refer and recommend. Practitioners and scholars have identified customer value as a pivotal issue in the management of hotel business relationships. Of late the hospitality industry has witnessed growing interest in relationship marketing, customer satisfaction and information communication technology utilization. Although relationship marketing has been identified as an effective strategy to attract, maintain and enhance customer relationships, there are few empirical studies that have tested the underlying assumptions on classified star hotels of the relationship marketing research is based on. The aim of this study was to determine the moderating effect of information technology communication (ICT) utilization on the relationship between commitment and customer satisfaction by classified hotels. Descriptive research design was adopted for this study. The target population was 6067 customers at classified star hotels in Nairobi Kenya and a sample size of 375 was obtained using proportionate sampling from five categorized star hotels. Data was collected using a 5 Likert-scale questionnaire. Data was analyzed using multiple regression analysis. The study revealed that commitment strategy significantly affects customer satisfaction (β= .309, p-value = 0.001) thus the study rejected H01 since β≠0 and p-value was less than α. The moderating effect of Information Technology Utilization explained 5.7% variance in Customer Satisfaction above and beyond the variance by commitment strategy scores. H02 was rejected since β≠0 and p-value was less than α. This study concluded that commitment strategy as an element of relationship marketing practices significantly affects customer satisfaction. This study recommends that classified star hotels managers should develop high levels of affective commitment and calculative commitment to build the strongest relationships with customers. Important factors of commitment include creating attachment, flexibility and a good environment for the customers.

Keywords: Classified Star Hotels, Commitment, Customer Satisfaction, Information Technology Utilization, Relationship Marketing

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