IMPACT OF SUPPLY CHAIN MANAGEMENT ON CUSTOMER SATISFACTION

Abstract

Purpose Nowadays firms face a complex, continuously changing and uncertain environment through trends and changes in the area of globalization, technological changes and innovations and changes in the customer’s needs and expectations. To cope with this increasingly uncertain and quickly changing environment firms strive for flexibility. In the existing literature there lot of different definitions of flexibility, however there is no uniform concept that is broadly accepted and most of the literature on flexibility focuses on manufacturing flexibility. To achieve the level of flexibility that adds value to the customers, firms must look beyond the manufacturing flexibility, namely flexibility from a supply chain- or value chain perspective. This research proposes to determine the impact of supply chain flexibility on customer satisfaction using a comprehensive model for supply chain flexibility. are a Methodology & Design The research methodology consists of determining the purpose of the research, select a suitable research design and choose the appropriate data collection method. The research methodology is used to collect the empirical data that is needed to make it possible to test these hypotheses will be described