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1

Public Perception of QRIS Implementation : Analysis of Adoption Barriers among Traditional Merchants in Indonesia

Serviana Husty, Haq Ahmad Ahsanul

Operations Research and Decisions

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2026

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Vol. 36, No. 3

1--17

EN

This study examines barriers to QRIS adoption among Indonesian traditional merchants by integrating technological anxiety and regulatory burden into the UTAUT2 model. Using mixed methods with data from 185 merchants across three major cities, PLS-SEM analysis shows effort expectancy (β = 0.342) and performance expectancy (β = 0.295) significantly drive adoption intention. However, technological anxiety (β = −0.218) and perceived regulatory burden (β = −0.186) are significant inhibitors. Qualitative findings reveal additional concerns about transaction costs, administrative complexity, and internet dependency. The study provides practical recommendations for Bank Indonesia and fintech providers to design more inclusive adoption strategies for micro-merchants.

2

The impact of service quality dimensions and language barriers on user satisfaction : A PLS-SEM analysis of global project management platforms

Ramli Mohammad Ammalluddin

Nowoczesne Systemy Zarządzania

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2026

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T. 21, nr 2

41--68

EN

Research objectives and hypothesis/research questions: Grounded in the DeLone and McLean IS Success Model and the SERVQUAL framework, the research proposes that Usability Quality (UQ), Information Quality (IQ), and Service Interaction Quality (SIQ) serve as positive antecedents, while Language Barrier (LB) functions as a negative antecedent, of Overall User Satisfaction (OS). Research methods: Employing a positivist, deductive approach, survey data were collected from 150 professionals operating in the multilingual business context of Malaysia. The data were analyzed using the rigorous analytical technique of Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the measurement model’s validity and test the structural hypotheses. Main results: The results provide robust empirical support for the entire model. All four hypotheses were confirmed, revealing that Usability Quality (β = 0.42, p < 0.001) is the strongest positive predictor of satisfaction, followed by Service Interaction Quality (β = 0.31, p < 0.001) and Information Quality (β = 0.28, p < 0.001). Critically, the Language Barrier (β = -0.15, p = 0.004) demonstrated a statistically significant negative impact. Collectively, these constructs explain a substantial 68% of the variance in User Satisfaction. Implications for theory and practice: Theoretically, this research makes a substantive contribution by successfully integrating a sociolinguistic communication barrier into established information systems success and service quality paradigms, thereby bridging discrete literatures and offering a more holistic framework for understanding digital service evaluation in globalized contexts. For practitioners, including SaaS product managers and executives, the findings deliver a validated, strategic roadmap. They underscore that achieving superior satisfaction and sustainable competitive advantage necessitates a synchronized, multi-faceted strategy: relentless investment in intuitive user experience design, ensuring impeccable data integrity and governance, cultivating a customer support function characterized by empathy and expertise, and implementing proactive, comprehensive localization to mitigate linguistic and cultural friction, thereby fostering a truly inclusive global user experience.

PL

Cel badań i hipotezy/pytania badawcze: Badania oparte na modelu sukcesu IS DeLone’a i McLeana oraz na modelu SERVQUAL sugerują, że Jakość Użyteczności (UQ), Jakość Informacji (IQ) oraz Jakość Interakcji z Usługami (SIQ) są pozytywnymi poprzednikami, podczas gdy Bariera Językowa (LB) pełni rolę negatywnego poprzednika ogólnej Satysfakcji Użytkownika (OS). Metody badawcze: Stosując pozytywistyczne, dedukcyjne podejście, zebrano dane ankietowe od 150 specjalistów działających w wielojęzycznym kontekście biznesowym Malezji. Dane zostały przeanalizowane z użyciem rygorystycznej techniki analitycznej Partial Least Squares Structural Equation Modeling (PLS-SEM), aby ocenić trafność modelu pomiarowego i przetestować hipotezy strukturalne. Główne wyniki: Wyniki stanowią solidne empiryczne wsparcie dla całego modelu. Wszystkie cztery hipotezy zostały potwierdzone, ujawniając, że Jakość Użyteczności (β = 0,42, p < 0,001) jest najsilniejszym dodatnim predyktorem satysfakcji, następnie Jakość Interakcji z Usługami (β = 0,31, p < 0,001) oraz Jakość Informacji (β = 0,28, p < 0,001). Co istotne, Bariera Językowa (β = -0,15, p = 0,004) wykazała statystycznie istotny negatywny wpływ. Łącznie te konstrukcje tłumaczą znaczące 68% wariancji w Satysfakcji Użytkownika. Implikacje dla teorii i praktyki: Teoretycznie badania te wnoszą istotny wkład, skutecznie integrując barierę komunikacji socjolingwistycznej z ustalonymi paradygmatami sukcesu systemów informacyjnych i jakości usług, łącząc tym samym odrębne literatury i oferując bardziej holistyczne ramy zrozumienia oceny usług cyfrowych w kontekstach zglobalizowanych. Dla praktyków, w tym menedżerów produktów SaaS i kadry zarządzającej, wyniki stanowią zweryfikowaną, strategiczną mapę drogową. Podkreślają, że osiągnięcie najwyższej satysfakcji i trwałej przewagi konkurencyjnej wymaga zsynchronizowanej, wieloaspektowej strategii: nieustannego inwestowania w intuicyjne projektowanie doświadczenia użytkownika, zapewnienia nieskazitelnej integralności i zarządzania danymi, rozwijania funkcji wsparcia klienta opartej na empatii i eksperckości oraz wdrażania proaktywnej, kompleksowej lokalizacji w celu ograniczenia tarć językowych i kulturowych, co sprzyja prawdziwie inkluzywnemu globalnemu doświadczeniu użytkownika.

3

Role of human capital in sustainable development of Polish voivodeships

Skrodzka Iwona, Busłowska Anna

Economics and Environment

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2026

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No. 1

art. no. 1094

EN

The significance of human capital for sustainable development has become a key area of research, especially in the context of regional disparities. The study contributes new knowledge by revealing statistically measurable links between the level of human capital development and the degree of achievement of sustainable development goals at the regional level. The main goal of this paper is to assess the impact of human capital on sustainable development across all 16 voivodeships in Poland, analysing the social, economic, and environmental dimensions. To provide a more comprehensive understanding, typological analyses were also conducted to classify regions based on synthetic indicators of human capital and sustainable development. Using cross-sectional data from 2022 provided by Statistics Poland, we employed partial least squares structural equation modelling (PLS-SEM) to examine the structural relationships. Our results reveal a strong and statistically significant positive relationship between human capital and sustainable development (path coefficient = 0.875, p < 0.001). The social (loading = 0.912) and economic (loading = 0.884) dimensions strongly, positively reflect the sustainability construct, while the environmental dimension exhibits a moderately negative loading (–0.678), indicating possible trade-offs in policy priorities. The findings highlight regional variation, with Mazowieckie, Małopolskie, Dolnośląskie, and Pomorskie achieving the highest scores, and Lubuskie performing the lowest across both human capital and sustainability categories. This study contributes novel insights by applying a hierarchical PLS-SEM model and offering a regionally comparative typology. It underscores the importance of tailoring environmental policies to specific regional contexts to ensure that investments in human capital do not undermine ecological sustainability.

PL

Znaczenie kapitału ludzkiego dla zrównoważonego rozwoju stało się kluczowym obszarem badań, szczególnie w kontekście zróżnicowań regionalnych. Badanie wnosi nową wiedzę, ukazując statystycznie powiązania pomiędzy poziomem rozwoju kapitału ludzkiego a stopniem realizacji celów zrównoważonego rozwoju na poziomie regionów. Celem badania jest analiza wpływu kapitału ludzkiego na zrównoważony rozwój w 16 województwach Polski, uwzględniając społeczne, ekonomiczne i środowiskowe wymiary. W celu uzyskania bardziej kompleksowego obrazu przeprowadzono również analizy typologiczne, które pozwoliły sklasyfikować regiony na podstawie syntetycznych wskaźników kapitału ludzkiego i zrównoważonego rozwoju. Wykorzystując dane przekrojowe z 2022 roku Głównego Urządu Statystycznego, zastosowano modelowanie równań strukturalnych szacowanych metodą cząstkowych najmniejszych kwadratów (PLS-SEM). Uzyskane wyniki wksazały na silną, statystycznie istotną, dodatnią zależność między kapitałem ludzkim a zrównoważonym rozwojem (współczynnik ścieżkowy = 0,875, p < 0,001). Wymiar społeczny (ładunek czynnikowy = 0,912) i ekonomiczny (ładunek czynnikowy = 0,884) silnie i pozytywnie odzwierciedlają zrównoważony rozwoju, natomiast wymiar środowiskowy charakteryzuje się umiarkowanie ujemnym ładunkiem czynnkowym (-0,678), co może wskazywać na występowanie kompromisów w priorytetach polityki publicznej. Wyniki badania podkreślają zróżnicowanie regionalne, w tym najwyższe wartości mierników syntetycznych osiągają województwa: mazowieckie, małopolskie, dolnośląskie i pomorskie. Najniższe wartości zarówno pod względem kapitału ludzkiego, jak i poziomu zrównoważonego rozwoju dotyczą województwa lubuskiego. Badanie wnosi nową wartość poprzez zastosowanie hierarchicznego modelu PLS-SEM oraz opracowanie porównawczej typologii regionalnej. Podkreśla ono znaczenie dostosowywania polityki środowiskowej do specyfiki poszczególnych regionów, aby inwestycje w kapitał ludzki nie odbywały się kosztem trwałości ekologicznej.

4

Analysis of intentions to use the deposit system in Poland pilot studies

Zdonek Iwona, Zdonek Dariusz, Hysa Beata

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2025

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z. 216

631--645

EN

Purpose: The purpose of the article was to develop and validate scales that measure factors influencing intentions to use the deposit system, and then examine the determinants of these intentions. The scales were developed based on the Theory of Planned Behavior. Design/methodology/approach: Scale items were developed based on the literature analysis, and then each scale was validated based on questionnaire surveys. Validation was carried out based on Confirmatory Factor Analysis. In addition, based on structural equation modelling, a pilot analysis was conducted to validate the hypotheses regarding the influence of factors derived from the Theory of Planned Behavior on intentions to use the deposit system in Poland. Findings: Due to the complexity of factors resulting from the theory of rational behavior, it was necessary to develop eight measurement scales. Based on the research, six multi-item scales and two single-item scales were established that meet the criteria of convergent and discriminant validity. Pilot verification of the hypotheses allowed us to state that: 1) attitudes and social norms are significant factors determining the intention to use the deposit system, 2) ecological awareness is a significant factor determining attitudes towards the deposit system and social pressure to use this system, 3) convenience significantly affects the perceived control associated with using the deposit system. Research limitations/implications: The research presented in the article should not be generalized to the entire population due to its pilot nature. The sample of respondents participating in the research is not representative of the Polish population. Practical implications: The questionnaire and measurement scales proposed in the article can be used to study the factors determining the use of the deposit system in targeted studies on a larger and representative sample. Social implications: The article is relevant to research on factors influencing the use of plastic packaging in the food and beverage industry consistent with the circular economy. Originality/value: The article's novelty is the presentation of scales measuring the factors determining the use of the deposit system in Poland.

5

Structural Model of Technological Collaboration within a Manufacturing Cluster

Krawczyk-Dembicka Elżbieta, Urban Wieslaw

Management and Production Engineering Review

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2025

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Vol. 16, No. 1

[nr art. 13], s. 1--11

EN

The aim of this study is to examine the collaboration among members of a business cluster in the field of technology management, specifically focusing on the Metal Processing Cluster operating in Poland. Utilizing survey data, a structural model is developed through the Partial Least Squares Structural Equation Modelling technique. The resulting statistically valid model elucidates several significant relationships that are crucial for fostering collaboration within a business cluster, while simultaneously affirming the advantages associated with membership in such an organizational structure. Participation in a cluster has the potential to expedite information acquisition, cultivate valuable new knowledge within firms, and yield both operational and strategic benefits. Although knowledge that facilitates and supports innovation is deemed essential for maximizing the advantages of cluster participation, a significant number of surveyed cluster companies have yet to implement such knowledge, suggesting the existence of untapped opportunities for further benefits among members.

6

Sustainable development in organization of urban transport: Environmental approach based on tricity area

Rzesny-Cieplinska Jagienka Jowanka, Kuczewska Joanna, Kawamura Kazuya

LogForum

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2025

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Vol. 21, no 1

123--140

EN

Background: The urban transport system is a complex network involving various stakeholders, each with distinct roles and objectives. Consequently, the tasks of local authorities regarding urban transport are becoming increasingly challenging, especially with the growing focus on sustainable development. Methods: This paper aims to define the key functions of urban transport organizers that significantly impact environmental sustainability. The primary goal is to assess the importance and impact of urban transport organizers in enhancing environmental sustainability in Tricity (Gdansk, Gdynia, and Sopot). The study, conducted in 2022, engaged a range of Polish stakeholder groups, including urban transport organizers from Tricity’s public transport companies, local authorities, freight transport companies, and local residents. A total of 342 observations were collected using Paper-and-Pencil Interviewing (PAPI), In-Depth Interviewing (IDI), and Computer-Assisted Web Interviewing (CAWI) methods. Results: The study reveals a differentiated impact of urban transport organizer functions on environmental sustainability indicators. The most significant influence comes from financial, infrastructural and space management functions. Conclusions: Improving processes related to passenger mobility and urban freight transport is particularly complex yet essential for sustainable urban development. Integration processes in urban transport, occurring at different levels and in various areas, can unify all aspects of city transport management without distinguishing between types of transportation.

7

Unleashing the role of blockchain technology and government support in green supply

Umar Muhammad, Yu Zhang, Muhammad Zikri, Khan Syed Abdul Rehman

LogForum

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2023

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Vol. 19, no. 2

195--209

EN

Background: With the advent of the technological revolution, digitalization and automation is expected to restructure the landscape of manufacturing operations. Blockchain technology (BCT) is likely to foster information sharing and transparency and facilitate collaboration on green issues in supply chain among firms. This quantitative research investigates the role of BCT in Green Supply Chain Management (GSCM) practices and its’ effect on various performances, including economic and social performance. Method: The data was gathered from 223 firms by utilizing a survey questionnaire, and PLS-SEM was employed to analyze the hypotheses. Results: The findings showed that BCT has a key role in the implementation of GSCM practices (comprising green purchasing and green manufacturing). The outcomes also elucidated that green manufacturing is positively associated with economic and social performance. Whereas, green purchasing is negatively correlated with economic performance and has an insignificant effect on social performance. Moreover, government support (GS) moderates the link between BCT and GSCM practices (including green purchasing and green manufacturing). Conclusion: This research provided ample understanding about the role of BCT in implementing GSCM practices. The findings suggested that government bodies need to provide interest free loans and tax exemption to effectively implement GSCM practices.

8

Impact of information technology resources on environmental performance: mediating role of internal green supply chain integration

Hashmi Syed Danial, Naz Iram, Waqas Muhammad Atif, Sahar Najam us

LogForum

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2023

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Vol. 19, no. 2

211--223

EN

Background: Information technology (IT) resources can play an important role in helping firms overcome the environmental issues they face by facilitating green supply chain management. This study examines the relationship between IT resources, specifically IT infrastructure resources, IT human resources and IT relationship resources, and the environmental performance of textile firms. Further, the study examines the mediating role of green supply chain integration on this relationship. Methods: The study collected data from 512 executives working in the textile sector in the Punjab province of Pakistan, where green supply chain integration is being practiced. Smart PLS has been used for estimation results. Results: The results of the study show that IT resources in the form of IT infrastructure resources, IT human resources and IT relationship resources have a significant association with the environmental performance of firms. Likewise, structural equation modeling (SEM) confirms that green supply chain integration mediates this relationship. Conclusions: The results of the study demonstrate that the improvement of IT resources can help companies achieve their environmental performance targets. Likewise, the results also suggest that companies should work on achieving green supply chain integration as it can improve their environmental performance.

9

Using PLS-SEM to analyze the criteria for the optimum cost of green MICE projects in Indonesia based on value engineering and lifecycle cost analysis

Sutikno Sutikno, Husin Albert Eddy, Yuliati Maria Magdalena Enny

Archives of Civil Engineering

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2022

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Vol. 68, nr 4

555--570

EN

Starting in May 2021, green building is mandatory for new buildings in Indonesia. Greenship is a green building certification system in Indonesia issued by the Green Building Council Indonesia (GBCI) which is a member of the World GBC for the conservation and efficiency of resources (energy, water, land, materials, and nature). Greenship will be implemented in MICE which is a building for Meetings, Incentives, Conventions, and Exhibitions that has a strong economic attractiveness in Indonesia, which has a population of 270 million. Using the SEM-PLS it was quickly concluded that energy is the most influential factor in achieving platinum ratings from GBCI. With the value engineering (VE) method and life cycle cost analysis (LCC), it is needed an additional 4,689% cost for the platinum grade green costs through energy optimization will get a payback period of 3 years and 10 months. The novelty of this research, since the design, it is necessary to take steps to measure energy efficiency and other resources with a selection of materials/machines and working methods of the green concept to know the amount of additional initial costs that do not much burden investment costs compared with some future benefits of green MICE

10

Technology threat avoidance factors affecting cybersecurity professionals' willingness to share information

Session Willie, Muller S. Raschid

Annals of Computer Science and Information Systems

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2022

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Vol. 34

209--213

EN

Through the Cybersecurity Information Sharing Act of 2015, a DHS information-sharing program was mandated to protect U.S. businesses and critical infrastructure and mitigate cyberattacks. The present study examined cybersecurity professionals' willingness to collaborate and share information regarding cybersecurity threats via that program. The technology threat avoidance theory (TTAT) served as the study's theoretical framework. This research examined to what extent technology threat avoidance factors affect cybersecurity professionals' willingness to collaborate and share information regarding cybersecurity threats. Threat avoidance factors consisted of perceived susceptibility, perceived severity, perceived threat, prevention effectiveness, prevention cost, and self-efficacy. This cross- sectional study used partial least squares-structural equation modeling to analyze data collected from 137 cybersecurity professionals with a minimum of five years of cybersecurity experience. The data analysis indicated that perceived susceptibility and perceived severity significantly predicted participants' perceptions of cybersecurity threats, and perceived threat explained 44\% of the variance in avoidance motivation. Prevention effectiveness, prevention cost, and self-efficacy were not significant predictors of avoidance motivations and the willingness to participate in the DHS's information- sharing program. These results indicate that more research is necessary to understand the factors influencing information sharing among cybersecurity professionals working in U.S. organizations.

11

Quality assurance system for hot rolled TRC magnesium strips

Kawalla C., Hoeck M.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2017

|

z. 100

171--179

EN

Challenging environmental regulations concerning carbon dioxide emissions force the automotive industry to reduce the vehicle weight dramatically. One solution to achieve huge weight savings is the application of automotive components using magnesium sheets produced by means of the innovative Twin-Roll-Casting (TRC) technology. The TRC technology, which was developed at the Institute of Metal Forming of the TU Bergakademie Freiberg, has already reached industrial level. Furthermore, the successful application of prototypes by well-known automotive manufacturers such as BMW, Porsche, and VW shows huge potential. To advance the application of magnesium sheets in serial production a quality assurance system is required by the automotive industry. We propose a concept of a quality assurance system for the special conditions of the magnesium strip production and explain the complexity of its construction. The procedure of preparation will be explained in the first step.

PL

Nowe regulacje środowiskowe dotyczące emisji dwutlenku węgla powodują, że przemysł samochodowy stara się w znacznym stopniu zredukować wagę pojazdu. Jednym z rozwiązań, które można w tym celu zastosować, jest użycie komponentów wytworzonych z gorącowalcowanych innowacyjnych listew wykonanych w technologii TRC. Technologia TRC została opracowana w Instytucie Formowania Metali TU Bergakademie Freiberg i obecnie jest gotowa do przemysłowego wykorzystania. Dodatkowo sukcesy wdrożenia technologii w zakresie prototypowego wykorzystania u producentów, takich jak BMW, Porsche i VW, pokazują jej duży potencjał. Aby jednak wykorzystać gorącowalcowane listwy w produkcji seryjnej, niezbędne są odpowiednie systemy zapewnienia jakości w przemyśle motoryzacyjnym. W artykule przedstawiono propozycję systemu zapewnienia jakości, który można zastosować w tym przypadku.

12

Social support change as a moderator and organizational commitment as a mediator between pre-entry expectation and turnover intention : a study among life insurance agents in Tianjin, China

Hao L., Arsiah B., Awangku H. B. P. B.

Polish Journal of Management Studies

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2017

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Vol. 15, No. 2

58--68

EN

The study intents to understand the social support change's moderation effect and organizational commitment’s mediation effects between the relationships of pre-entry expectation and turnover intention among the life insurance agents in Tianjin, China. Partial least squares structural equation modelling (PLS-SEM) was employed as the method of the analysis. Statistical environment R version 3.1.0 was used as the tool of analysis. Six of seven hypotheses were accepted. As the result, perceived performance is more determinative than pre-entry expectation of defining confirmation of expectation. Organizational commitment is more important than post-entry satisfaction when employees making decision of staying. High composite reliability needs to be investigated whether caused by the life insurance agents’ job nature or the poor content validity of the instrument. Original value of paper: The paper applies expectation confirmation theory into human resource context.

PL

Celem badania jest zrozumienie efektu moderacji pomocy społecznej i efektów pośrednictwa zaangażowania organizacji między relacjami oczekiwań przed wejściem do obrotu a zamiarem obrotu wśród agentów ubezpieczeniowych na życie w Tianjin, w Chinach. Jako metodę analizy wykorzystano modelowanie równań częściowych najmniejszych kwadratów (ang. Partial least squares structural equation modelling, PLS-SEM). Jako narzędzie analizy wykorzystano środowisko statystyczne R wersja 3.1.0. Sześć z siedmiu hipotez zostało zaakceptowanych. W rezultacie, postrzegana wydajność jest bardziej rozstrzygająca niż oczekiwania dotyczące zdefiniowania potwierdzenia oczekiwania. Zobowiązanie organizacyjne jest ważniejsze niż zadowolenie z pracy, gdy pracownicy decydują o pozostaniu. Niezbędne jest zbadanie wysokiej złożonej niezawodności, niezależnie od tego, czy jest to spowodowane charakterem pracy lub brakiem użyteczności instrumentu. Oryginalne osiągnięcie artykułu: W artykule przedstawiono teorię potwierdzania oczekiwania (ang. expectation confirmation theory) w kontekście zasobów ludzkich.

13

Building the B2B customer loyalty : a role of relationship quality

Liu L.-W., Yang W.-G., Liu W.-H.

Polish Journal of Management Studies

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2017

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Vol. 16, No. 1

105--114

EN

The purpose of this study was to investigate the E-Commerce relationship quality and loyalty in B2B supplier and client’s relationships. This study tries to conceptualize a model based on the relationship quality that is applied to understand loyalty in B2B environment. The subjects of this study, from whom 81 valid questionnaires were collected, were the clients of the supplier’s ERP system in the Taiwan. When descriptive statistics and partial least squares (PLS) were adopted to analyse the collected valid data, we obtained the following findings. Relationship quality was perceived through the behavior of both supplier and clients and the quality of their interaction. Relationship quality antecedents include the information sharing and customer orientation. The finding suggests that supplier with strong levels of customer orientation, the supplier and clients were built a stronger relationship and high loyalty. Surprisingly, information sharing shown no significant effects on the relationship quality. This study implies that using information sharing and customer orientation strengthen their relationship quality, thereby enhancing loyalty. The finding of this study implies that it is important for a B2B supplier management to understand clients’ needs and responses. B2B suppliers can learn from this study, that customer orientation, relationship quality, commitment, have a positive impact on loyalty in both direct and indirect ways.

PL

Celem artykułu była analiza jakości relacji z klientami i lojalności w handlu elektronicznym u dostawcy B2B. Niniejsze badanie jest próbą konceptualizacji modelu opartego na jakości relacji, który jest próbą zrozumienia lojalności w środowisku B2B. Przedmiotem badania byli wybrani klienci systemu ERP w oparciu na zebranych 81 kwestionariuszach firm na Tajwanie. Przyjęto statystyki opisowe i w oparciu o metodę najmniejszych kwadratów (PLS) w celu przeanalizowania zebranych istotnych danych. Jakość relacji postrzegano poprzez zachowanie zarówno dostawcy, jak i klientów oraz jakość ich interakcji. Jakość relacji przede wszystkim obejmuje dzielenie się informacjami i orientację na klienta. Wyniki sugerują, że dostawcy z silnym poziomem orientacji na klienta, zbudowali silniejszą więź i wysoką lojalność relacji z dostawcami i klientami. Co zaskakujące, wymiana informacji nie wykazała znaczącego wpływu na jakość relacji. Badanie zakłada, że korzystanie z wymiany informacji i orientacja na klienta wzmacnia ich jakość relacji, zwiększając przez to lojalność. Odkrycie tego badania implikuje, że dla dostawcy usług B2B ważne jest zrozumienie potrzeb i odpowiedzi klientów. Dostawcy B2B winni zauważyć, że orientacja na klienta, jakość relacji, zaangażowanie, mają pozytywny wpływ na lojalność zarówno w sposób bezpośredni, jak i pośredni.