Role of Supply Chain Practices on Customer Satisfaction in the Printing Industry in Kenya: A Case Study of Morven Kester East Africa Limited

Abstract

size of 24 employees. The study used questionnaires to gather data. Descriptive analysis was used to analyze the data which was presented in the form of frequencies, tables and percentages. The results of the study indicated that benchmarking as a supply chain best practice played a pivotal role in customer satisfaction. The company was practicing benchmarking but its potential was not harnessed fully. The study concluded that there is an urgent need for organizations to adopt pro-active approach towards customer satisfaction by adopting practices that provide real-time and accurate response to customer satisfaction.