Factors influencing successful supplier-customer relationship in the context of IT service industry
Le, Mai Anh (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020052112750
https://urn.fi/URN:NBN:fi:amk-2020052112750
Tiivistelmä
The purpose of this study is to find the factors that influence a successful relationship between the IT service supplier and its customer, from the case study company’s points of view. The research relies on the concepts developed under the subject Relationship Marketing to discuss those factors. The chosen case study company was an IT service company, operating three countries in Asia, with different customers in terms of culture and industry.
The qualitative single case study was chosen as the research method and strategy for this research. The theory part was built using deductive approach. The secondary data was collected via books and journal articles available on the e-library and internet. The primary data, also empirical findings were gathered by conducting semi-structured interview and observation and learnings of the researcher during working time with the case company.
The results show a successful supplier-customer relationship is reflected via the future value (IT projects) to be created for the supplier and satisfaction of the customer. Relationship value acts as the foremost factor in building and maintaining supplier-customer relationship in IT service industry. Trust is the most important quality of relationship and is endorsed by reliability, honesty, good communication and friendship. Commitment in the supplier-customer relationship is built by the contract, future value, mutual respects and personal friendship (or social bond). To maintain a healthy supplier-customer relationship in IT service industry, the supplier has to invest more effort and frequently contact the customer.
The qualitative single case study was chosen as the research method and strategy for this research. The theory part was built using deductive approach. The secondary data was collected via books and journal articles available on the e-library and internet. The primary data, also empirical findings were gathered by conducting semi-structured interview and observation and learnings of the researcher during working time with the case company.
The results show a successful supplier-customer relationship is reflected via the future value (IT projects) to be created for the supplier and satisfaction of the customer. Relationship value acts as the foremost factor in building and maintaining supplier-customer relationship in IT service industry. Trust is the most important quality of relationship and is endorsed by reliability, honesty, good communication and friendship. Commitment in the supplier-customer relationship is built by the contract, future value, mutual respects and personal friendship (or social bond). To maintain a healthy supplier-customer relationship in IT service industry, the supplier has to invest more effort and frequently contact the customer.