Title: Impact of supply chain management tools on customer satisfaction: a study on readymade garments industry of Bangladesh

Authors: Sunny Saha

Addresses: Department of Business Administration, East West University, Dhaka, Bangladesh

Abstract: Bangladesh ready-made garments (RMG) industry is the leading source of foreign currency and also the second leading contributor to GDP in Bangladesh. The paper scrutinises the impact of supply chain management (SCM) tools (flexibility, delivery, quality and cost) on customer satisfaction (CS) concentrating on Bangladesh readymade garments industry. This topic was the focused factor for various scholarly studies. However, no paper tested the influence of SCM tools on CS based on the Bangladesh RMG industry. This study will concentrate on the stated research gap. In this paper, 170 customers of garments sectors were surveyed to collect primary data. For data analysis, I used SPSS and AMOS. From the analysis, I find that flexibility, delivery and cost have a direct impact on CS. I expect that the paper facilitates the concerned business persons who are related to garments business in effective and efficient decision making for the betterment of SCM tools implementation.

Keywords: ready-made garments; RMG; supply chain management; SCM; Bangladesh; customer satisfaction; flexibility; delivery; quality; cost; Bangladesh.

DOI: 10.1504/IJLSM.2024.142613

International Journal of Logistics Systems and Management, 2024 Vol.49 No.3, pp.357 - 371

Received: 26 Jul 2021
Accepted: 16 Mar 2022
Published online: 12 Nov 2024 *

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