SUPPLY CHAIN AGILITY AND CUSTOMER SATISFACTION

  • Type: Project
  • Department: Purchasing and Supply
  • Project ID: PAS0221
  • Access Fee: ₦5,000 ($14)
  • Pages: 39 Pages
  • Format: Microsoft Word
  • Views: 168
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TABLE OF CONTENTS

DECLARATION .................................................................................................................... i

APPROVAL .......................................................................................................................... ii

DEDICATION ..................................................................................................................... iii

ACKNOWLEDGMENT ....................................................................................................... iv

TABLE OF CONTENTS ....................................................................................................... v

ABSTRACT ....................................................................................................................... viii

CHAPTER ONE ............................................................................................................. 1

INTRODUCTION .......................................................................................................... 1

1.0 Introduction ............................................................................................................. 1

I . I Back ground of the study ............................................................................................ 1

1.2 Statement of the problem ............................................................................................ 2

1.3 Purpose of the study ................................................................................................... 2

1.4 Objectives of the study ............................................................................................... 2

1.5 Research questions ..................................................................................................... 3

1.6 Significance of the study ............................................................................................ 3

1.7 The structure of the report .......................................................................................... 3

I . 8 Conceptual framework ............................................................................................... 4

CHAPTER TWO ............................................................................................................ 5

LITERATURE REVIEW ............................................................................................... 5

2.0 INTRODUCTION ..................................................................................................... 5

2.1 THE CONCEPT OF SUPPLY CHAIN AGILITY ...................................................... 5

2.1.1 Characteristics of an agile supply chain ...................................................................... 6

2.2 Determinants of supply chain Agility capabilities ....................................................... 8

V

2.3 CONCEPT OF CUSTOMER SATISFACTION ........................................................ 12

2.3.1 The Conceptual Model of Customer Expectations .................................................. 13

2.3.2 Dimensions of Customer Satisfaction .................................................................... 14

2.3.3 Detenninants of customer satisfaction .................................................................... 14

2.3.4 Measuring Customer Satisfaction with products ..................................................... 15

2.4 Relationship between supply chain Agility and customer satisfaction ........................ 18

CHAPTER THREE ....................................................................................................... 20

RESEARCH METHODOLOGY ................................................................................... 20

3 .0 lntroduction ............................................................................................................... 20

3.1 Research design ........................................................................................................ 20

3.2 Sources of data .......................................................................................................... 20

3.3 Data collection instruments and methods ................................................................... 20

3.4 Data analysis and processing ..................................................................................... 20

3.5 Limitations of the study ............................................................................................. 21

3.6 Solutions of the challenges ........................................................................................ 21

CHAPTER FOUR ......................................................................................................... 22

PRESENTATION, INTERPRETATION AND DISCUSSION OF THE FINDING ...... 22

4.0 Introduction .............................................................................................................. 22

4.1 Summary ................... : ............................................................................................... 22

4.1.1 Summary Interpretation and discussion of finding on the determinants of supply

chain Agility ........................................................................................................................ 22

4.1.2 Summary Interpretation and discussion of finding on the determinants and measures

of customer satisfaction ....................................................................................................... 23

4.1.3 Summary Interpretation and discussion of finding on the determinants of supply

chain Agi I ity and customer satisfaction ................................................................................ 23

vi

CHAPTER FIVE ........................................................................................................... 25

CONCLUSION AND RECOMMENDATIONS ............................................................ 25

5.0 lntroduction ............................................................................................................... 25

5. I Conclusions ............................................................................................................... 25

5.1. I Conclusions on the determinants and measures of supply chain agility in .............. 25

organizations ....................................................................................................................... 25

5.1.2 Conclusion on the determinants and measures of customer satisfaction in ................. 25

organizations ....................................................................................................................... 25

5.1.3 Conclusion on the Relationship between supply chain Agility and customer ............ 26

satisfaction ........................................................................................................................... 26

5.2. Recommendations ..................................................................................................... 26

5.2.1 Recommendations on supply chain agility ................................................................. 26

5.2.2 Recommendations on customer satisfaction .............................................................. 27

5.2.3 Recommendations on the relationship between supply chain Agility and ................... 27

customer satisfaction ............................................................................................................ 27

REFERENCES .................................................................................................................... 29

ABSTRACT Most companies have achieved a competitive advantage over others as a result of supply chain Agility to their customers aimed at customer satisfaction. Examples of such companies include service providers like MTN, CEL TEL, W ARID, IBM which deliver telecommunication services to people, also beverage companies like Coca Cola, Crown beverages. However, despite the shortening product life cycles, environmental forces create additional uncertainty resulting in higher risk in supply chain management; organisations have failed to deliver to their expectations of their customers like UMEME leading to customer dissatisfaction. Therefore the purpose of the study has been to find out how supply chain agility affects customer satisfaction with a view to generate recommendations for effective management of the organization. The researcher used the data gathered from secondary sources, like news paper, journals, text books, internet. Data collection methods that were used are, document analysis and internet, data was processed edited and presented. During the study, the researcher made the following conclusion. Organizations need to align with suppliers and customers to stream line operations as well as working together to achieve a level of agility beyond individual companies in order to achieve a competitive edge in the rapidly changing business environment. The following are the recommendations that were made in order to improve performance of the organization. Organization should align processes to customer satisfaction and organization strategy, work hand in hand with the customers in customer complaint analysis and devise means of solving them.
SUPPLY CHAIN AGILITY AND CUSTOMER SATISFACTION
For more Info, call us on
+234 8130 686 500
or
+234 8093 423 853

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  • Type: Project
  • Department: Purchasing and Supply
  • Project ID: PAS0221
  • Access Fee: ₦5,000 ($14)
  • Pages: 39 Pages
  • Format: Microsoft Word
  • Views: 168
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    Details

    Type Project
    Department Purchasing and Supply
    Project ID PAS0221
    Fee ₦5,000 ($14)
    No of Pages 39 Pages
    Format Microsoft Word

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