Assessing the effect of supply chain management practices on competitive advantage and customer satisfaction
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Date
2023
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KNUST
Abstract
The study assessed the effect of supply chain management practices on competitive advantage and customer satisfaction. An explanatory research design was utilized to collect data from a convenience sample of 110 respondents using closed-ended questionnaires. Quantitative and explanatory designs were adopted for the study. Also, the data was analysed using the PLS4 and SEM. The study found that, supply chain management practices have a negative effect on customer satisfaction, hence, H1 is unsupported. The study further found that supply chain management practices positively affect competitive advantage which, in turn positively affects customer satisfaction. Moreover, the mediating effect of CA between SCMP and CS is also significant. The study therefore recommends that, there is the need for companies to carefully manage their supply chains to ensure that they are delivering high-quality products to customers in a timely and transparent manner. The study based on these findings recommends that, management of firms should continuously engage their supply chain partners in a collaborative manner to help satisfy customer demand. Again, it is recommended that, there is the need for the firms to consider and implement which SCM practices positively results in achieving competitive advantage which in turn leads to customer satisfaction. The study again conceptualized customer satisfaction as the predicted variable and the supply chain management practices being the predictor variable. nevertheless, future researchers are recommended to consider how supply chain management practices affect firm performance and the moderation role of top management commitment.
Description
A thesis submitted to the department of supply chain and information systems in partial fulfillment of the requirement for the award of the degree of master of science procurement and supply chain management