Research on Supply Chain Management Outcomes

Can Supply Chain Management Practices Influence Customer Satisfaction and Loyalty

Chavez, R., Yu, W., Feng, M., & Wiengarten, F. (2016). The effect of customer?centric

green supply chain management on operational performance and customer satisfaction. Business Strategy and the Environment, 25(3), 205-220.

This study found that customer pressure leads to better operational performance and customer satisfaction in automobile manufacturers in China by evaluating links between customer-centric green supply chain management (GSCM) and other factors, such as customer pressure and performance outcomes (like operational performance and customer satisfaction). The study will be relevant to this research because it associates customer satisfaction with SCM in a meaningful way.

Ellinger, A., Shin, H., Northington, W. M., Adams, F. G., Hofman, D., & O'Marah, K.

(2012). The influence of supply chain management competency on customer satisfaction and shareholder value. Supply Chain Management: An International Journal.

The authors sought to establish evidence of a link between supply chain management and firm performance. They found that companies which are routinely recognized by peers and experts for superior SCM tend to achieve higher levels of customer satisfaction and shareholder value than their peers in their respective industries. The study is valuable for this research because it blends different data—qualitative and quantitative—to arrive at its conclusion.

Haque, M., & Islam, R. (2013). Effects of Supply Chain Management Practices on

Customer Satisfaction: Evidence from Pharmaceutical Industry of Bangladesh. Global Business & Management Research, 5.

The authors explain that SCM practices can impact customer satisfaction in the pharmaceutical industry. Their research focuses on how SCM practices impact customer satisfaction in terms of specific dimensions. They used quantitative data obtained through the survey method in the pharma industry in Bangladesh. 160 participants took part in the study. The authors found that three dimensions of SCM (collaboration and information sharing, logistics design and IT infrastructure, organizational culture) impact customer satisfaction but only the first two have an effect.

Heikkilä, J. (2002). From supply to demand chain management: efficiency and customer

satisfaction. Journal of operations management, 20(6), 747-767.

The authors show that in order to maintain good customer satisfaction and efficient supply chain management, fast-growing industries need to have a good relationship between customers and suppliers. Their approve involves using the case study approach, and the main takeaway is that flexibility and being able to adapt to customer needs in a fast-growing industry is essential for achieving customer satisfaction. The study is highly pertinent to this research for these reasons.

Mappesona, H., Ikhsani, K., & Ali, H. (2020). Customer purchase decision model, supply

chain management and customer satisfaction: Product quality and promotion analysis. Int. J Sup. Chain. Mgt Vol, 9(1), 592.

The authors examine the impact of product quality on purchasing decisions partially, promotion on purchasing decisions partially, and product quality and promotion on purchasing decisions simultaneously using a case study approach. The authors found in their quantitative analysis of data obtained through survey that product quality affects purchase decision partially, promotion affects purchase decisions partially, and product quality and promotion together also affect purchase decision. The study is relevant to this research since it highlights the association between purchasing and customer satisfaction.

Nguyet, T., Dung, N., Trang, T., Anh, T., & Duong, N. (2021). The effects of human

resource management, customer satisfaction, organizational performance on tourism supply chain management. Uncertain Supply Chain Management, 9(3), 563-568.

The authors found a relationship between human resources and supply chain management in the tourism business. The study was conducted in Vietnam, and the data came from nearly 300 participants. The finding essentially confirmed that SCM in the tourism industry depends upon a number of factors, including organizational goals, human resources, and purposefully focusing on customer satisfaction if SCM is going to be effective. The study is relevant to this research as it underscores the need for SCM to be part of an organization’s overall approach to policy, linking it with HRM, organizational culture and performance, and ultimately delivering customer satisfaction.

Omoruyi, O., & Mafini, C. (2016). Supply chain management and customer satisfaction

in small to medium enterprises. Studia UBB Economica, 61(3), 43-58.

The authors show that to circumvent the possibility of business failure, small to medium enterprises in emerging economies face mounting pressure to increase customer satisfaction through the adoption of supply chain management practices. The authors used quantitative data to indicate how this can be accomplished. The more flexible the company is, the better SCM, and the better customers are satisfied. The research is relevant to this study because it emphasizes a company’s focus on quality.

Prathiba, S. (2020). Can supply chain management practices influence customer

satisfaction and loyalty. Journal of Supply Chain Management Systems, 9(1), 1.

This study aimed to determine the effects of supply chain management responsiveness on customer satisfaction and loyalty in specific business units in Chennai. It used 300 participating supply chain managers at supermarkets in Chennai and obtained data through questionnaires. Using reliability and validity testing along with structural equation modeling, the researchers were able to conclude that supply chain management practices and responsiveness have a positive impact on customer satisfaction and loyalty. This source will be helpful to the study by giving evidence to support the argument that supply chain management practices can be used to enhance customer satisfaction.

Shamout, M. D., & Emeagwali, O. L. (2016). Examining the impact of electronic supply