The Effect Of Channel Management Decisions On Customer Satisfaction: The Case Of National Alcohol And Liquor Factory
| dc.contributor.advisor | Belayneh, Temesgen (PhD) | |
| dc.contributor.author | Dagne, Simieneh | |
| dc.date.accessioned | 2019-04-04T06:34:13Z | |
| dc.date.accessioned | 2023-11-04T14:07:50Z | |
| dc.date.available | 2019-04-04T06:34:13Z | |
| dc.date.available | 2023-11-04T14:07:50Z | |
| dc.date.issued | 2018-06-15 | |
| dc.description.abstract | The main objective of the study is to investigate the impacts of channel management decisions on customer satisfaction through identification of channel management decisions currently implemented in National Alcohol and Liquor Factory. The study involved a self-designed and pre-tested questionnaire with 38 question elements that were distributed to 385 agents, wholesalers, retailers, liquor distributors, and direct users’. The reliability of the questionnaire was assured through determination of Cronbach’s alpha after which Chi-square test was carried out to check whether the channel management decisions (independent variables) associated with customer satisfaction (dependent variable) after which regression analysis was conducted to investigate the impacts of independent variables (channel management decisions) on customer satisfaction in the case of National Alcohol and Liquor Factory. A conceptual framework was used as a guideline to test the relationships between channel management decision and customer satisfaction. A quantitative approach is chosen in this research. The findings of the study show that the identified channel management decisions, downstream supply chain integration, customer relationship management, product mix decisions, information systems and third party logistics were implemented in varying degree but strongly associated with customer satisfaction in National Alcohol and Liquor Factory. Moreover, the impacts of these channel management decision against customer satisfaction from strongest to the weakest is mentioned here: Product Mix Decision, Information Systems, Third Party Logistics, Customer Relationship Management and Down Stream Supply Chain Integration | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/17521 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Channel management | en_US |
| dc.subject | supply chain integration | en_US |
| dc.subject | product distribution | en_US |
| dc.title | The Effect Of Channel Management Decisions On Customer Satisfaction: The Case Of National Alcohol And Liquor Factory | en_US |
| dc.type | Thesis | en_US |