Analysis of factors affecting business to business relationship between telecommunication operators and vendors in Sri Lanka

Abstract

The main purpose of this paper is to identify and analyze factors that affect business to business relationships between telecommunication operators and vendors in Sri Lanka. This study is based on two models developed in telecommunication operator and vendor perspectives, and through in-depth questionnaire surveys conducted on employees working in telecommunication operator and vendor organizations in Sri Lanka. Analysis shows that relationship strength between telecommunication operators and vendors is determined by trust, commitment, adaptation, communication and satisfaction in the perspective of operators. Satisfaction of operators is determined by product quality, service support, delivery performance, supplier know how and value for money. In the perspective of vendors, relationship strength is determined by trust, commitment and satisfaction. Satisfaction of vendors is determined by economic factors and referencing from personnel networks. The higher management of telecommunication operator and vendor organizations can apply various strategies to improve these identified factors to further strength the business relationships between these parties.