Role of Inventory Management on Customer Satisfaction among the Manufacturing Firms in Kenya: A Case Study of Delmonte Kenya

Abstract

Inventory management plays a vital role in enhancing customer satisfaction among the manufacturing firms in Kenya. The study sought to carry out an investigation on the role of inventory management on customer satisfaction among the manufacturing firms in Kenya. Customer satisfaction is crucial since manufacturing firms contribute greatly to the economic development of a country. The research was carried out at Delmonte Kenya since the company has a well laid down supply chain inventory information sharing system that is linked to the customers in real time to enhance inventory management. A census was carried out on all the 50 employees at Delomonte Kenya who were directly and indirectly involved in the supply chain management activities. A questionnaire, interview guide and observation guide were used to collect the data. A response rate of 90% was obtained. Based on the research findings, all the respondents (100%) indicated that the company experienced shortages in inventory. The study concluded that manufacturing firms have poor inventory management systems and this has greatly impacted on their ability to satisfy the customer.

Keywords: Inventory management, Customer satisfaction