Assessment of Warehouse Digitalization and Its Impact on Customer Satisfaction: The Case of Beker Pharmaceutical Company
| dc.contributor.advisor | Zelalem Bayisa (PhD) | |
| dc.contributor.author | Eyob Gizaw | |
| dc.date.accessioned | 2026-11-13T11:41:10Z | |
| dc.date.available | 2026-11-13T11:41:10Z | |
| dc.date.issued | 2026-10 | |
| dc.description.abstract | The present thesis focuses on the implementation of digitalization in the warehouse at Beker Pharmaceutical Company in Addis Ababa, Ethiopia and examines the impact of the digitalization directly on the customer satisfaction in the downstream sector of the pharmaceutical industry in the specific scope of the pharmaceutical industry as a special distribution industry. The study aims to investigate the influence of different dimensions of digital warehousing (Information Accessibility, Information Accuracy, Communication Efficiency and Timeliness, and Perceived Quality of Technology) on the service delivery expectations and operational expectations of business-to-Business (B2B) clients from the perspective of the Information System Success Model. A cross-sectional, mixed methods research design was used in which structured questionnaires were used to collect quantitative data from a statistically representative sample of 168 active commercial clients (including retail pharmacies, wholesalers, hospitals, and clinics), and qualitative data was collected through key informant interviews with 5 internal logistics and warehouse management personnel. Using IBM SPSS the overall predictive model was highly significant (F = 68.56; p < 0.001; Adjusted R^2 = 0.618), which indicated that all four constructs in the digitalization were statistically significant positive predictors of customer satisfaction. Information Accuracy was the top standalone predictor of the client experience. At the same time, the qualitative feedback identified key systemic chokepoints, such as regular network disconnections, a slow-down in the real-time data updating of the inventory, and hardware strains during peak hours. The conclusions of this study are to upgrade technical server infrastructure, creating redundant internet backups, adding more features in Warehouse Management System (WMS) to automatically track the product expiry date and return, and adding a self-service digital web portal to allow downstream partners to use the internet to access real-time inventory balances seamlessly. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/9526 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Abeba Universty | |
| dc.subject | The present thesis focuses on the implementation of digitalization in the warehouse at Beker Pharmaceutical Company in Addis Ababa | |
| dc.subject | Ethiopia | |
| dc.title | Assessment of Warehouse Digitalization and Its Impact on Customer Satisfaction: The Case of Beker Pharmaceutical Company | |
| dc.type | Thesis |