The Relationship between Supply Chain Management Practices and Customer Satisfaction in Small and Medium Enterprises

Ranesh Manokaran


Ranesh Manokaran

Faculty of Business, Raffles University Iskandar

Johor Bahru, Malaysia. Email: raneshmanokaran12@gmail.com 

Abstract

The main purpose of this study is to understand the relationship between supply chain management practices and customer satisfaction in manufacturing sector of small and medium enterprises in Johor. The research objectives are to examine the relationship between supply chain management practices and customer
satisfaction and to identify which supply chain management practice contribute the most to customer satisfaction. The collected data was analysed using regression analysis. The findings showed that only information sharing has a significant relationship with customer satisfaction. Besides, the model review also showed that information sharing contributes the most towards customer satisfaction. In managerial implication, this study contributes towards the supply chain management operations and activity in small and medium enterprises which able to improve the customer satisfaction among customers.

 

Key word: Supply chain management; supply chain management practices; information sharing; information
technology; postponement; customer satisfaction

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