Gilham, A (2023) The relationship between customers’ satisfaction and trust in the global supply chain and profitability. DBA thesis, Walden University, USA.
Abstract
The inability to meet customer demands and expectations impacts an organization’s profitability. Understanding and meeting customer needs are critical for the financial success of business owners. Grounded in the theory of constraints, the purpose of this quantitative ex post facto study was to examine the relationships between customers’ satisfaction and trust in the supply chain and profitability. Secondary data (n = 121) were collected from the Elsevier Research Database using archival data collected from an automotive factory. Data were analyzed using multiple linear regression, and the results were statistically significant, F (2, 118) = 264.347, p < .001, R2 = .90. In the final model, both predictor variables were significant, customers’ satisfaction: mean wait time (t = 22.991, p < .001, β = 16.23); and customers’ trust: minimum stock level (t = 7.306, p < .001, β = .118). A key recommendation is for business leaders to satisfy customers and gain their trust by creating sufficient inventory stocking levels and improving replenishment timeframes that meet customers’ supply chain demands. The implications for positive social change include the opportunity for supply chain managers to develop an effective supply chain that may contribute to the quality of service that promotes success in regional markets, sustain growth, and allows for social development among the local community workforces.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Thesis advisor: | Macht, B |
| Uncontrolled Keywords: | trust; inventory; markets; market; workforce; owner |
| Index terms: | theory of constraints, profitability, markets, quality of service, inventory, satisfaction, owner, secondary data, database, manager |
| Subjects: | inventory management, economic analysis, practitioner, data management, sociology, project management theory and practice, public and environmental health, project delivery, data collection methods |
| Topics: | Research Practice, Business Strategy, Stakeholder Management, Roles and Professions, Digital Applications, Project Management, Health and Safety, Supply Chain Management |
| Descriptive scope: | 4 PCTE |
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