Supply Chain Agility and Customer Satisfaction

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