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
