Study of Customer Satisfaction and Service Quality in Post Merger Acqusition Situation in a Global Food Ingredient Company Located in Indonesia with Combined Product Portfolio Benefit as a Moderating Role

Santoso, Mario (2022) Study of Customer Satisfaction and Service Quality in Post Merger Acqusition Situation in a Global Food Ingredient Company Located in Indonesia with Combined Product Portfolio Benefit as a Moderating Role. In: 5 th International CEO Communication, Economics, Organization & Social Sciences Congress. NCM Publishing House, pp. 1013-1022. ISBN 978-605-73822-7-6

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Abstract

Global activity of merger and acquisition (M&A) in 2021 increased 64% compared to 2020 based on Refinitiv data 2022. In food industry, extended clean label or additional portfolio of the products drove the M&A activities over the past year. However, in regard to the M&A activities, customer responses vary from positive to negative. This became important factor that the new merged company must consider. Most research focused on the effect of M&A on investor returns and overlook customer reaction. This study aimed to measure customer satisfaction through service quality in post M&A situation in food ingredient industry and gave insight for the corporate to determine path forward. Combined product portfolio benefits were used as moderating role in service quality and customer satisfaction relationship. Food and beverage customers of a global food ingredient company located in Indonesia were used as population and sample in this study. This company that had been almost 2 years having post M&A situation since 2021. This study used a questionnaire survey spread to the R&D respondents and the data were processed with The Statistical Package for the Social Sciences (SPSS) and the Partial Least Square Structural Equation Model (PLS-SEM). Keywords: Service Quality, Customer Satisfaction, SERVQUAL, Post M&A situation, Food Industry

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