The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah

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: Sifera Kodoh
Format: Thesis
Language:English
Published: 2012
Subjects:
HM Sociology (General)
Online Access:https://eprints.ums.edu.my/id/eprint/6077/1/mt0000000084.pdf
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id my-ums-ep.6077
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institution Universiti Malaysia Sabah
collection UMS Institutional Repository
language English
topic HM Sociology (General)
spellingShingle HM Sociology (General)
Sifera Kodoh
The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
description 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.
format Thesis
qualification_level Master's degree
author Sifera Kodoh
author_facet Sifera Kodoh
author_sort Sifera Kodoh
title The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
title_short The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
title_full The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
title_fullStr The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
title_full_unstemmed The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah
title_sort relationship between relationship quality, satisfaction and performance: in the context of dealers and account managers in telecommunication industry at kota kinabalu sabah
granting_institution Universiti Malaysia Sabah
granting_department School of Business & Economics
publishDate 2012
url https://eprints.ums.edu.my/id/eprint/6077/1/mt0000000084.pdf
_version_ 1747836322023735296
spelling my-ums-ep.60772017-10-05T06:48:39Z The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah 2012 Sifera Kodoh HM Sociology (General) 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. 2012 Thesis https://eprints.ums.edu.my/id/eprint/6077/ https://eprints.ums.edu.my/id/eprint/6077/1/mt0000000084.pdf text en public masters Universiti Malaysia Sabah School of Business & Economics Anderson JC, Narus JA (1990). A model of distributor firm and manufacturer firm working partnerships Anderson E & Weitz, B (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research 29(1) 18-34 Anderson Eugene W, Claes Fornell and Donald R. 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