A STUDY ON THE IMPACT OF SUPPLY CHAIN RELIABILITY ON CUSTOMER SATISFACTION AND CUSTOMER RETENTION WITH REFERENCE TO TVS SUNDARAM PRIVATE LIMITED
A STUDY ON THE IMPACT OF SUPPLY CHAIN RELIABILITY ON CUSTOMER SATISFACTION AND CUSTOMER RETENTION WITH REFERENCE TO TVS SUNDARAM PRIVATE LIMITED
Authors:
Ms. M. HARINI1, B. LAKSHMI2
Student, Department of MBA, Panimalar Engineering College, Chennai-6000123
Assistant professor, Department of MBA, Panimalar Engineering College,
Chennai-6000123
Abstract - This study examines the influence of supply chain reliability on customer satisfaction and retention, with emphasis on order accuracy, delivery reliability, information quality, and information sharing. The results indicate that these factors play a crucial role in shaping customer satisfaction, which subsequently impacts customer retention. The study highlights the importance of consistent service delivery, effective communication, and coordination among supply chain partners in enhancing overall customer experience. It further suggests that improving supply chain performance contributes to better service quality and organizational effectiveness. The findings support the need for continuous evaluation and proactive management of supply chain practices to meet customer expectations and maintain competitiveness.
Keywords:
Supply Chain Reliability, Customer Satisfaction, Customer Retention, Service Quality, Information Sharing, Operational Efficiency, Supply Chain Management