Supply chain flexibility aspects and their impact on customers satisfaction of pharmaceutical industry in Jordan
by Sulieman Ibraheem Shelash Al-Hawary; Ayat Saed Mohammad; Anber Abraheem Shlash Mohammad; Aseel Hasan Hussein Alsarahni
International Journal of Business Performance and Supply Chain Modelling (IJBPSCM), Vol. 9, No. 4, 2017

Abstract: The aim of this study was to investigate the impact of supply chain flexibility on customer satisfaction. The entire population consisted of managers of drugstores who are directly having a contact with pharmaceutical industry companies in Jordan was deemed as a sample of the current study. A total of 200 questionnaires were handed to the subjects, out of them 144 questionnaires were used as primary data for the purpose of the present study. Both IMB SPSS 19.0 and AMOS 23.0 were run to examine hypotheses. The results of the study supported the hypotheses that new product, distribution, delivery, and responsiveness flexibility have significant influences on customer satisfaction. In light of these findings, it was concluded that customers or managers of drugstores are strongly concerned with supply chain flexibility, even a large part of their satisfaction relates to this aspect. The originality of this study is that it was conducted on Jordanian drugstores, especially since studies on these settings are still very few. The study recommends that a hard work should be done to improve the supply chain flexibility of pharmaceutical companies due to its significant impact on customer satisfaction.

Online publication date: Tue, 24-Apr-2018

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