The relationship between franchisor and franchisee is focused on satisfaction of franchisees
(Gauzente, 2003). Sawang (2010) found that perceived managerial support mediates the relationship
between role stressors and job satisfaction. Thus, this study will hypothesize ongoing business assistance as a mediator. Ongoing business assistance measures the support given by a franchisor to
franchisee. Ongoing business assistance support mediates relationship among communication, social
responsibility and franchisors’ performance.
Hing (1995) described the relationship between franchisee and franchisor in a restaurant
business. Hing found that support service provided by franchisor contributes to franchisee satisfaction.
The franchisees will then renew their contract. Therefore, it is proposed that ongoing business
assistance will positively influence franchisees’ satisfaction.