The impact of service quality on customer satisfaction : the moderating role of integrated product portfolio benefit in post-merger acquisition of global food ingredient companies as suppliers in food beverage manufacturers in Indonesia
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Santoso, Mario
Subject
H Social Sciences (General)
Datestamp
2023-08-04 08:00:36
Abstract :
In food industry, extended portfolio of the products drove the M&A activities over the past year. However, in regard to the M&A activities, customer's responses varied from positive to negative. This became important factor that the new company had to consider. This study measured customer satisfaction through service quality in post M&A studies did not measure specifically integrated product portofolios as value to strengthen or weaken customer satisfaction especially in B2B business. R&D in food and beverage manufacturing who were the customers of a global food ingredient company having M&A in 2021 located in Indonesia were used as respondent in this study and used a questionnaire survey spread to respondents. The data were processed with the statistical package for the social science (SPSS) and the partial least square structural equation model (PLS-SEM). The test's findings demonstrated that customer were satisfied regarding the merger measured by one-sample t-test. Service quality positively impacted customer satisfaction in post M&A situation. Integrated product portfolio affected customer satisfaction directly instead and became independent variable. Some research's implications were that it was critical for food ingredient company to maintain service quality in post M&A situation and additional portfolio was to be used as value added to improve customer satisfaction.
In food industry, extended portfolio of the products drove the M&A activities over the past year. However, in regard to the M&A activities, customer's responses varied from positive to negative. This became important factor that the new company had to consider. This study measured customer satisfaction through service quality in post M&A studies did not measure specifically integrated product portofolios as value to strengthen or weaken customer satisfaction especially in B2B business. R&D in food and beverage manufacturing who were the customers of a global food ingredient company having M&A in 2021 located in Indonesia were used as respondent in this study and used a questionnaire survey spread to respondents. The data were processed with the statistical package for the social science (SPSS) and the partial least square structural equation model (PLS-SEM). The test's findings demonstrated that customer were satisfied regarding the merger measured by one-sample t-test. Service quality positively impacted customer satisfaction in post M&A situation. Integrated product portfolio affected customer satisfaction directly instead and became independent variable. Some research's implications were that it was critical for food ingredient company to maintain service quality in post M&A situation and additional portfolio was to be used as value added to improve customer satisfaction.
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