IMPACT OF SUPPLY CHAIN PRACTICE ON CUSTOMER SATISFACTION IN CASE OF ETHIOPIAN ELELCTRIC UTILITY

Abstract

The research objective was is to examine the impact of supply chain practice on customer satisfaction in Ethiopia electric utility. The study was an explanatory mixed design. The target populations for the study were employees working at head office and customer service centers in Addis Ababa. Simple random sampling techniques were applied to select a sample size of 124 employees from both managerial and non-managerial positions. 115 employees (92.74%) response rate was obtained. Primary data was mainly collected using self- administered questionnaires consisting of both open and closed ended questions. Data were also collected through interview. The collected data were quantitatively analyzed using SPSS to produce descriptive statistics and regression analysis. The study discovered that strong customer relationship, strong internal collaboration of employee and fast responsiveness to customer and poor on implementation information technology and supplier relationship from the finding. The researcher recommends that there is need for EEU management to transforming the capacity of technology and making strong supplier relationship increase the satisfaction of customer and also Management Techniques, Implementing Integrated and Automated System, Recruiting adequate and qualified staffs, Developing Employees Capacity, The study also suggests that further study should be conducted to assess the role of employee capacity building in making fast reliable and integrated response on over all utility service