The STUDIA UNIVERSITATIS BABE┼×-BOLYAI issue article summary

The summary of the selected article appears at the bottom of the page. In order to get back to the contents of the issue this article belongs to you have to access the link from the title. In order to see all the articles of the archive which have as author/co-author one of the authors mentioned below, you have to access the link from the author's name.

 
       
         
    STUDIA OECONOMICA - Issue no. 3 / 2016  
         
  Article:   SUPPLY CHAIN MANAGEMENT AND CUSTOMER SATISFACTION IN SMALL TO MEDIUM ENTERPRISES.

Authors:  .
 
       
         
  Abstract:  Published Online: 2016-12

DOI: https://doi.org/10.1515/subboec-2016-0004

VIEW PDF: SUPPLY CHAIN MANAGEMENT AND CUSTOMER SATISFACTION IN SMALL TO MEDIUM ENTERPRISES

To circumvent the possibility of business failure, small to medium enterprises in emerging economies face mounting pressure to increase the satisfaction of their customers. The adoption of supply chain management practices is critical to the provision of quality products and services as well as the satisfaction of customers by small to medium enterprises. This paper investigated the relationship between customer satisfaction, supply chain management practices and three input factors; namely, product quality, flexibility and product variety in small to medium enterprises. The study adopted a quantitative approach in which a four section questionnaire was distributed to 131 managers in small to medium enterprises based in Gauteng Province, South Africa. Hypotheses were tested using regression analysis. The results of the study revealed that product quality and flexibility predicted supply chain management practices. Supply chain management practices were also statistically significant, and mediated the relationship between customer satisfaction and product quality and flexibility. Based on these results, conclusions were drawn and appropriate recommendations were made.

Keywords: Product quality, flexibility, product variety, supply chain management practices, customer satisfaction

JEL Classification: L1
 
         
     
         
         
      Back to previous page