Abstract—Nowadays, Franchise business is the contribution
of income to the economy of developing countries. Especially,
among small and medium size enterprises (SMEs) have taken
opportunities for developing a business. Hence, the big
challenge to franchise system is how to position the business and
clearly differentiate it from more competitors. This study is
undertaken to investigate the franchisees’ satisfaction, which is
a measurement of franchisors’ performance. In particular, how
franchisor can better manage their franchisees so as to ensure
sustainability of their franchisees. It is also established that the
perceived franchisor support mediates the relationship between
relationship marketing and franchisors’ performance. 111 Thai
franchisors in food and beverage of Thailand, this will match to
their franchisees. 80 questionnaires were collected from
franchisees that represent a 72.07% response rate. The results
of this study have presented evidence that perceived franchisor
support (PFS) is the contribution in the franchise business
system. The mediating effect of PFS is the key structure of
franchisors’ performance to keep in touch for future success in
the franchise system.
Index Terms—Franchisors’ performance, franchisee
satisfaction, perceived franchisor support (PFS) and
relationship marketing.