Date of Conferral
2023
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Betsy Macht
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.
Recommended Citation
Gilham, Azeal, "The Relationship Between Customers’ Satisfaction and Trust in the Global Supply Chain and Profitability" (2023). Walden Dissertations and Doctoral Studies. 14142.
https://scholarworks.waldenu.edu/dissertations/14142
