| dc.contributor.author | Francis, Hasborn Gatobu | |
| dc.date.accessioned | 2023-06-15T09:38:22Z | |
| dc.date.available | 2023-06-15T09:38:22Z | |
| dc.date.issued | 2022 | |
| dc.identifier.citation | Supply chain collaboration as a driver of customer satisfaction among manufacturing firms in Kenya.International Journal of Scientific Research and Engineering Development.5(6), 343-358. | en_US |
| dc.identifier.uri | http://repository.must.ac.ke/handle/123456789/893 | |
| dc.description.abstract | The purpose of this study was to carry out an investigation on the role of supply chain collaboration on
customer satisfaction among manufacturing firms in Kenya. Studies by previous researchers have
indicated that manufacturing firms faces the challenges of uncertainty associated with sourcing for raw
materials from oversees and failure to embrace modern technology which adversely affected the ability to
satisfy customers. The general objective of the study was to determine the role of supply chain
collaboration on customer satisfaction among manufacturing firms in Kenya. Specific objectives was: To
establish the roleof supply chain collaboration on customer satisfaction among manufacturing firms in
Kenta. The target population was flour milling firms in Kenya. The study used the simple random sampling
technique will be used to select the sample size. There were 800 employees involved directly and
indirectly in the supply chain process in this sector. The sample was 30% of the employees and this will
result to a sample size of 240 employees. The study used questionnaires to gather data. Descriptive
analysis was used to analyze the data which was presented in the form of frequencies, tables and
percentages. The results of the study indicated that supply chain collaboration was instrumental in ensuring
responsiveness in the entire supply chain. The study concluded that there is an urgent need for
organizations to adopt proactive approach towards customer satisfaction by adopting practices that
provide real-time and accurate response to customer satisfaction. The role played by supply chain
collaboration is critical in achieving sustainable customer satisfaction. This study recommends that
manufacturing firms should leverage on supply chain best practices particularly supply chain collaboration
as a big differentiator in providing customer satisfaction and value by eliminating the barricades between
customers and suppliers. The study also made suggestions for further research to be undertaken on the role of supply chain best practices in service delivery in the public sector. | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | International Journal of Scientific Research and Engineering Development | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.title | Supply chain collaboration as a driver of customer satisfaction among manufacturing firms in Kenya | en_US |
| dc.type | Article | en_US |
