Supply Chain Collaboration As A Driver Of Customer Satisfaction Among Manufacturing Firms In Kenya

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dc.contributor.authorFrancis Hasborn Gatobu
dc.date.accessioned2026-01-20T13:02:11Z
dc.date.available2026-01-20T13:02:11Z
dc.date.issued2022-12
dc.description.abstractThe 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 role of 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 pro-active 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.
dc.identifier.citationGatobu, F. H. (2022). 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.
dc.identifier.urihttps://repository.ru.ac.ke/handle/123456789/1993
dc.language.isoen
dc.publisherInternational Journal of Scientific Research and Engineering Development
dc.relation.ispartofseriesVolume 5 Issue 6,
dc.titleSupply Chain Collaboration As A Driver Of Customer Satisfaction Among Manufacturing Firms In Kenya
dc.typeArticle

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