The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
This study carries the purpose of examining and exploring of the influence of relationship quality between dealers and account managers in Celcom Kota Kinabalu, Sabah. The study was conducted in Kota Kinabalu Metro whereby questionnaires were sent with responses of 140 dealers. The data was colle...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2012
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| Subjects: | |
| Online Access: | https://eprints.ums.edu.my/id/eprint/6077/1/mt0000000084.pdf |
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| Summary: | This study carries the purpose of examining and exploring of the influence of
relationship quality between dealers and account managers in Celcom Kota
Kinabalu, Sabah. The study was conducted in Kota Kinabalu Metro whereby
questionnaires were sent with responses of 140 dealers. The data was collected
and analyzed. This study is useful and significant to Celcom to further determine on
the linkage and effectiveness of the relationship quality between account managers
and dealers which affects on performance with increases in profitability outcomes.
Final results can be served as way of improvements towards both parties to
continue the relationship. The study proposes a theoretical framework of
relationship quality as independent variable overall satisfaction acts as a mediator
and performance as the dependent variable. The findings of this study suggested
that relationship quality dimensions (consistency, long-term relationship and
communication quality) are having significant relationship with performance with
the mediating effect of overall satisfaction. This study also concluded with
implications to practice and to dealers of the findings. |
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