Influence of relationship management on organizational performance among insurance companies in Kenya
Abstract
This study sought to establish the influence of understanding, stakeholder requirements, good rapport with stakeholders, healthy competition with competitors, conflict resolution, and effective communication on organizational performance among insurance companies in Kenya. Positivism research philosophy was adopted for the study. Descriptive and explanatory cross-sectional research designs were used. Data analysis was conducted using descriptive statistics and inferential analysis. The study concluded as follows: (i) Understanding stakeholder requirements, creating and maintain good rapport with stakeholders, healthy competition with competitors, conflict resolution and effective communication were deployed to a moderate extent in insurance companies in Kenya, (ii) There was a strong positive correlation between organisation performance, understanding stakeholder requirements, good rapport with stakeholders, conflict resolution, and effective communication, (iii) There was a weak positive correlation between organisation performance and healthy competition, (iv) Understanding stakeholder requirements, creating and maintain good rapport with stakeholders, healthy competition with competitors, conflict resolution and effective communication had significant influence on the performance of insurance companies in Kenya. (v) Relationship management has a significant influence on organizational performance.
References
Axelsson, T., & Olausson, J. (2007). Customer relationship management: from a buyer’s perspective in a B2B relationship (Master’s dissertation). Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-54374
Birasnav, M. (2014). Knowledge management and organizational performance in the service industry: The role of transformational leadership beyond the effects of transactional leadership. Journal of Business Research, 67(8), 1622-1629.
Brackett, M. A., Rivers, S. E., & Salovey, P. (2011). Emotional intelligence: Implications for personal, social, academic, and workplace success. Social and Personality Psychology Compass, 5(1), 88-103.
Felício, J. A., & Rodrigues, R. (2015). Organizational factors and customers' motivation effect on insurance companies' performance. Journal of Business Research, 68(7), 1622-1629.
Fernando, R. P. (2015). Customer relationship management in business to business organizations. International Journal of Project Management, 29(2), 437-448.
Goleman, D., Boyatzis, R. E., & McKee, A. (2013). Primal leadership: Unleashing the power of emotional intelligence. Massachusetts, United States: Harvard Business Press.
Hang, D, T. (2014). Determinants of innovation commercialization management and anticipated returns: An exploratory typology of SMEs. International Journal of Innovation and Technology Management, 11(06), 1450042.
IRA (2010). Insurance Regulatory Authority annual report. Nairobi, Kenya: Author.
Kiarie, J. W. (2017). The Influence of supplier relationship management practices on operational performance of large manufacturing organizations in Kenya (Unpublished Doctoral dissertation), Strathmore University, Kenya.
Marucha, J. O. (2012). Core competencies and competitive advantage of insurance firms in Kenya. (Unpublished MBA project), University of Nairobi, Kenya.
Mwangi, M., & Murigu, J. W. (2015). The Determinants of financial performance in general insurance companies in Kenya. European Scientific Journal, ESJ, 11(1).
Ndura, K. M. (2010). Effects of mergers on financial performance of insurance companies in Kenya (Unpublished doctoral dissertation), University of Nairobi, Kenya.
Njuguna, R. K., & Mirugi, S. (2017). The effectiveness of relationship management and service quality on service delivery. (Unpublished doctoral dissertation), University of Nairobi, Kenya.
Nkanda, R. M. (2012). An investigation on the effects of relationship marketing on performance of private security companies: the case of BM security in Nairobi (Unpublished ddoctoral dissertation), Kenyatta University, Kenya.
Ntinyari, E. (2014). Competencies preferred by employers of interior design graduates in Kenya (Unpublished doctoral dissertation), Kenyatta University, Kenya.
Qiao, J. L., Zhang, X. T., & Cheng, Q. Q. (2016). Based on the Competency Theory of the New Generation of Migrant Workers Professional Ability Study. In Proceedings of the 6th International Asia Conference on Industrial Engineering and Management Innovation (pp. 779-786). Atlantis Press, Paris.
Rau, S. (2014). Resource-based view of family firms. The sage handbook of family business. 4(4) 321-340.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. New Jersey, United States: John Wiley & Sons.
Spreitzer, G., & Porath, C. (2012). Creating sustainable performance. Harvard Business Review, 90(1), 92-99.
Taylor, S. J., Bogdan, R., & DeVault, M. (2015). Introduction to qualitative research methods: A guidebook and resource. New Jersey: John Wiley & Sons.
Thörnblad, A., Ahlmén, M., & Jönsson, P. (2012). Customer Relationship Management within the Industry of Speciality Stores: How customer loyalty can be explained by satisfaction, trust and commitment. Journal of scientific Management, 45(5), 88-113.
Wang’ombe, W. M. (2014). Determining the Contributions of Relationship Marketing at Jomo Kenyatta Foundation in Kenya (unpublished doctoral dissertation), University of Nairobi, Kenya.
Wanjiku, S. W. (2014). Innovation and Performance of Micro and Small Enterprises in Kiambu Town (unpublished doctoral dissertation), University of Nairobi, Kenya.
Copyright (c) 2020 International Journal of Research in Business and Social Science (2147- 4478)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors contributing to IJRBS agree to publish their articles under the Creative Commons Attribution- 4.0 NC license, allowing third parties to share their work (copy, distribute, transmit) and to adapt it, under the condition that the authors are given credit, that the work is not used for commercial purposes, and that in the event of reuse or distribution, the terms of this license are made clear. Authors retain copyright of their work, with first publication rights granted to IJRBS. However, authors are required to transfer copyrights associated with commercial use to the Publisher. The authors agree to the terms of this Copyright Notice, which will apply to this submission if and when it is published by this journal
Submission of an article implies that the work described has not been published previously( exceptin the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, it will not be published elsewhere in the same form, in English or in any other languages, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication
