Influence of Relationship Management Process on Performance of Financial Market Intermediaries in Kenya

Abstract

The purpose of the study was to establish the influence of relationship management process on performance of financial market intermediaries in Kenya. The study reviewed existing literature related to the study variables. The study adopted a cross sectional approach, with study population being 218 employees in 109 financial market intermediary firms. The study used a census approach. The study employed primary data. Primary data was collected through questionnaire. A pilot study was conducted to measure the research instruments reliability and validity. Descriptive and inferential analysis was conducted to analyze the data while multiple and simple regression analysis were used to measure firms’ performance as influenced by supply chain automation. The data was presented using tables, graphs and charts. The study findings revealed relationship management have positive and significant association with firm performance. Based on the findings the study concluded that relationship management processes influenced the performance of financial market intermediaries in Kenya. The study recommended that the financial intermediaries should fully automate their relationship management processes. This will lead to improvement of the firm’s performance. For instance, in a supply-chain network, there are multiple players including first, second, and third-tier suppliers, contract manufacturers, original equipment manufacturers (OEMs), distributors, and retailers. These can however be broadly categorized as suppliers and customers. For successful supply chain operations and profitability, there is need for coordination between all these players in order to enhance efficiencies in forecasting demand, and hence conducting joint scheduling, and joint product development.