Supply Chain Relationships Management and Performance of NNPC's Retail Outlets in South-West Nigeria

Abstract

In Nigeria today, best value supply chains are emerging as a means to create competitive advantage, increasing customer satisfaction and organization performance. Also, end-users are facing serious challenges about the availability and reliability of petroleum products as a result of inappropriate supply chain system in the country. Based on this, the study examines the supply chain relationships management and performance of NNPC retail outlets in South-West Nigeria. Two sets of questionnaires were administered, 36 copies of questionnaires were administered to staff of NNPC retail outlets in South West with 34 copies returned and 270 copies of another set of structured questionnaire to end-users with 236 copies returned. Multi-Stage Quota sampling technique were used to select the representative members. Simple regression method, Anova and Kruskal -Wallis test were used for the analysis, the results revealed that, there are positive chain relationships between the customers, supplier's supplier and organization perceived performance. The finding also revealed that, relationship within the organization structure is not statistically significant with the performance of NNPC retail outlets in South west Nigeria. Kruskal Wallis test revealed that, there are differences in the perception of customers and actual satisfaction derived from the products consumption in term of accessibility and reliability and they are not satisfied at all. From the findings, it was recommended that, Head of Mega Stations and other Managers should be trained to have clear understanding about the vision, mission, and objectives of NNPC as whole. More Mega or Affiliate stations should be established in all the available Local government in the State, this will assist the end-users to access the products at the right time and right place.

Keywords: Supply Chain Relationships management, Customers, Supplier's Supplier and Supplier Relationship Management, customer satisfaction and Kruskal Walis test.