Investigating the impact of increased supply chain efficiency on the customer satisfaction and loyalty

farzam chakherlouy

Abstract


Nowadays, the production/ distribution/ inventory management, called the supply chain management system, is replaced by the traditional inventory management systems which are based on the manager's empirical decisions. The customer satisfaction is one of the most important components in the customer's decision to maintain or change the product or service. The customer loyalty is the issue which is currently more taken into account from most of the managers' viewpoints particularly in service sector due to the prevailing competitive space. Interaction with planning and storing the materials which your company needs as well as producing and delivering the products and services approximately attracts some of the individuals' efforts in the organization. Meanwhile, the supply chain management, or in other words the value chain, provides the great opportunities to reduce the costs and increase the customer satisfaction and thus the customer retention. This paper investigates the impact of increased supply chain efficiency on the customer satisfaction and loyalty. According to the obtained results, there is a significant correlation between the increased supply chain efficiency and customer satisfaction and loyalty. Furthermore, there is a significant correlation between the increased supply chain efficiency and dimensions of loyalty (behavioral, attitudinal, and cognitive).


Refbacks

  • There are currently no refbacks.




KTU_school_economics and business Riga Technical University
Brno University of Technology Tallinn University of Technology