Abstract:
Purpose
One of the major pillar in the success of an organization is to create best customer satisfaction.
Therefore, customer satisfaction has been researched a number of times. But, the connection
or relationship between customer satisfaction and supply chain operation practices dimensions,
despite of its significance, has not been highlighted. The main objective of this research paper
is evaluate the impact of flexibility, information sharing, customer relationship and strategic
supplier planning or partnership, where customer satisfaction acts as an independent variable.
Methodology & Design
Using a cross sectional research design based on adopted scales with pre-established validates,
self-primary data was collected from 217 small medium enterprises customers and employee
of Karachi, Pakistan. Hypothesis were tested using correlation and regression analysis for
SPSS by Hayes (2013).
Findings
The result of the of the analysis show that there is a strong and mediate relationship of
information sharing, customer relationship, strategic supplier partnership and flexibility on
customer satisfaction.
Limitations
The current research employed non- probability convenience sampling drawn only from
Karachi the therefore the findings of the research have limited generalizability.
Recommendations
Improve relationships with logistics service providers: Build strong relationships with your
suppliers and help them meet the growing challenges of customer relationships. The more
companies approach third party logistics companies (3PLs), the more necessary it is for a
collaborative and strategic approach.
