Investigating the impact of supply chain management practices on customer satisfaction through flexibility and technology adoption: Empirical evidence

Abstract

The aim of this research is to empirically investigate the influence of supply chain management practices (SCMPs) on customer satisfaction through the mediating roles of flexibility and technology adoption. A questionnaire was used to collect data from organizational consumers in the Egyptian context, in which hypotheses were analyzed through covariance-based structural equation modeling for 1009 usable questionnaires. The findings revealed the positive relationship between SCMPs and flexibility, technology adoption, and customer satisfaction. Moreover, it revealed the positive relationship between technology adoption and customer satisfaction, however, the direct impact of flexibility on customer satisfaction is not significant. Empirical evidence also illustrated that technology adoption can significantly mediate the relationship between SCMPs and customer satisfaction.