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

Sifera Kodoh, (2012) The relationship between relationship quality, satisfaction and performance: In the context of dealers and account managers in telecommunication industry at Kota Kinabalu Sabah. Masters thesis, Universiti Malaysia Sabah.

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Abstract

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.

Item Type:Thesis (Masters)
Uncontrolled Keywords:Relationship, Relationship Quality, Overall Satisfaction Performance, Account Manager, Dealer
Subjects:H Social Sciences > HM Sociology
Divisions:SCHOOL > School of Business and Economics
ID Code:6077
Deposited By:IR Admin
Deposited On:27 May 2013 08:51
Last Modified:27 May 2013 08:51

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