TY - GEN
T1 - The Role of Supply Chain Management in Enhancing Customer Satisfaction in The Banking Industry
T2 - 4th European International Conference on Industrial Engineering and Operations Management, IEOM 2021
AU - Komah, Michael
AU - Pujawan, I. Nyoman
N1 - Publisher Copyright:
© IEOM Society International.
PY - 2021
Y1 - 2021
N2 - This research attempts to examine the role of supply chain management in enhancing customer satisfaction in the banking industry, taking Skye Bank Sierra Leone Limited as case study. Accordingly, the research focused on assessing some specific supply chain variables (reliability, responsiveness, cost and quality of products and services, and agility), among others, which are judged to influence customer satisfaction in the banking industry. The study utilized a mix of quantitative and qualitative data, for which descriptive statistical methods were adopted to analyze the data collected. 185 participants being customers of the case institution were targeted for this study via convenient sampling, from which 162 customers took part in the research. Findings revealed that, the variables assessed in this study seem to have a significant influence on customer satisfaction. Specifically, the reliability and responsiveness aspects tend to contribute more to the satisfaction of customers in the case institution than the cost and quality of products and services, and agility aspects in this study. The paper proffers some recommendations for enhancing customer satisfaction and improve loyalty via use of Quality Function Deployment (House of Quality).
AB - This research attempts to examine the role of supply chain management in enhancing customer satisfaction in the banking industry, taking Skye Bank Sierra Leone Limited as case study. Accordingly, the research focused on assessing some specific supply chain variables (reliability, responsiveness, cost and quality of products and services, and agility), among others, which are judged to influence customer satisfaction in the banking industry. The study utilized a mix of quantitative and qualitative data, for which descriptive statistical methods were adopted to analyze the data collected. 185 participants being customers of the case institution were targeted for this study via convenient sampling, from which 162 customers took part in the research. Findings revealed that, the variables assessed in this study seem to have a significant influence on customer satisfaction. Specifically, the reliability and responsiveness aspects tend to contribute more to the satisfaction of customers in the case institution than the cost and quality of products and services, and agility aspects in this study. The paper proffers some recommendations for enhancing customer satisfaction and improve loyalty via use of Quality Function Deployment (House of Quality).
KW - Customer Satisfaction
KW - Loyalty
KW - Service Quality and Supply Chain Management
UR - http://www.scopus.com/inward/record.url?scp=85126233323&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85126233323
SN - 9781792361272
T3 - Proceedings of the International Conference on Industrial Engineering and Operations Management
SP - 637
EP - 648
BT - Proceedings - 4th European Rome Conference 2021
A2 - Fargnoli, Mario
A2 - Lombardi, Mara
A2 - Tronci, Massimo
A2 - Dallasega, Patrick
A2 - Savino, Matteo Mario
A2 - Costantino, Francesco
A2 - Di Gravio, Giulio
A2 - Patriarca, Riccardo
PB - IEOM Society
Y2 - 2 August 2021 through 5 August 2021
ER -