Role of Supply Chain Practices on Customer Satisfaction in the Printing Industry in Kenya: A Case Study of Morven Kester East Africa Limited

Gatobu H. Francis and Esther Waiganjo

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 10, 128-143

Abstract: The purpose of this study was to carry out an investigation on the role of supply chain practices on customer satisfaction in the printing industry. Studies by previous researchers have indicated that printing industry 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 target population was printing firms in Kenya, using Morven Kester East Africa Limited Kenya as a case study. The study used the simple random sampling technique will be used to select the sample size. There were 80 employees involved directly and indirectly in the supply chain process in this firm. The sample was 30% of the employees and this will result to a sample size of 24 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 benchmarking as a supply chain best practice played a pivotal role in customer satisfaction. The company was practicing benchmarking but its potential was not harnessed fully. The study concluded that there is an urgent need for organizations to adopt pro-active approach towards customer satisfaction by adopting practices that provide real-time and accurate response to customer satisfaction.

Keywords: Supply Chain Practices; Customer Satisfaction (search for similar items in EconPapers)
Date: 2014
References: View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://hrmars.com/hrmars_papers/Role_of_Supply_Cha ... ndustry_in_Kenya.pdf (application/pdf)
http://hrmars.com/hrmars_papers/Role_of_Supply_Cha ... ndustry_in_Kenya.pdf (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:4:y:2014:i:10:p:128-143

Access Statistics for this article

More articles in International Journal of Academic Research in Business and Social Sciences from Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences
Bibliographic data for series maintained by Hassan Danial Aslam ().