Abstract

In the current highly competitive retail environment, strong business-to-business (B2B) partnerships are essential for sustaining long-term organizational success. These partnerships are governed by formal agreements that define responsibilities, establish operational standards, and foster trust between suppliers and retailers. This study examined the impact of IDAOC’s Fiberglass Works and Services’ B2B agreement on retailer satisfaction within the fiberglass manufacturing and distribution sector, focusing on the service quality dimensions of reliability, responsiveness, and assurance. A quantitative descriptive-correlational design was employed to determine the relationship between the agreement and retailer satisfaction. Data were collected from fifteen (15) authorized partner retailers through purposive sampling using a structured ranking-scale questionnaire distributed electronically. Statistical analyses included frequency and percentage distribution, weighted mean, and Pearson’s correlation coefficient at a 0.05 level of significance. Findings revealed that 53.33% of retailers were moderately established businesses operating for four to six years, while 66.67% had formed partnerships within the past two years. The B2B agreement obtained a high composite weighted mean of 3.93, indicating clarity, fairness, and mutual benefit. Retailer satisfaction was rated very high across reliability (M = 4.00), assurance (M = 4.00), and responsiveness (M = 3.92). Correlation analysis showed a very strong positive and statistically significant relationship between the B2B agreement and retailer satisfaction (r = 0.91, p = 0.0001). The study concludes that IDAOC’s well-structured B2B agreement significantly enhances retailer satisfaction, trust, and partnership stability. It recommends continuous evaluation and improvement of the agreement’s implementation, enhancing responsiveness through structured communication, inquiry tracking, and clear financial protocols. Additionally, the proposed Retailer Support System is suggested to streamline ordering processes, strengthen communication, and incorporate retailer feedback, ensuring sustained collaboration and long-term relationship stability between IDAOC and its authorized retailers.