Assessing the Effect of Inventory Management on Service Delivery at the Electricity Company of Ghana Limited
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Date
2023
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KNUST
Abstract
Business enterprises are actively striving to enhance their operational efficiency and simultaneously reduce their manufacturing expenses through the adoption and implementation of several inventory management tactics. According to Koumanakos (2008), Prioritizing inventory management inside a corporation will certainly result in enhancements to the overall performance of the organization. Nevertheless, previous research in the field of inventory management within the manufacturing sector has largely neglected or disregarded the service business. The objective of this study was to examine the correlation between efficient inventory management and elevated levels of customer satisfaction within the service industry. The primary aim of this study is to examine the impact of inventory management on customer satisfaction within the context of the Electricity Company of Ghana Limited. The study involved a sample of 250 participants who were surveyed using a census approach. The accessible population for this study is defined as the complete workforce of the Electricity Company of Ghana, situated in four regions, namely Ashanti East, Ashanti West, Ashanti South, and Sub Transmission. The primary data was collected using a structured questionnaire as the principal tool. The research utilized a structural equation modelling methodology to assess the collected data and evaluate the proposed research hypotheses. The findings indicate that there is a significant and favourable correlation between economic order quantity (EOQ) and customer satisfaction. The analysis demonstrates that there is a statistically significant and positive relationship between the re-order level and customer satisfaction. The implementation of a just-in-time system has been found to have a large and beneficial effect on customer satisfaction. The utilisation of activity-based costing analysis has been found to have a significant and favourable impact on customer satisfaction.
Description
A thesis submitted to the department of supply chain and information systems, institute of distance learning, in partial fulfilment of the requirements for the award of the degree of master of science in logistics and supply chain management