Effect of Supply Chain Management Practices on Customer Satisfaction: in Case of Ethiopian Sugar Corporation

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Addis Ababa University


Effective supply chain management practices has become a potentially valuable way of securing competitive advantage through customer satisfaction since competition is no longer between organizations, but among supply chains. This research used three dimensions of SCM practice (collaboration, information sharing and logistics design) tests the effect of SCM practices on customer satisfaction. The data for the study was collected from 68 employees of Ethiopian Sugar Corporation. In addition, interview with department team leaders was done and a questionnaire also has been distributed for 50 customers for supporting data .The relationships proposed in the framework were tested using Pearson correlation, and the causal relations were analysed using regression analysis. From the result of the analysis it is concluded that there is strong relationship between each SCM practices (Collaboration, Information sharing and Logistics design) and customer satisfaction. Therefore, in order to achieve advancement in marketing and financial performance in the long-run through enhancing customer satisfaction, it is better for the organization to give due emphasis to the constructs of those SCM practices



Customer satisfaction, Ethiopian sugar corporation