- Title
- The impact of lean warehousing on customer satisfation
- Creator
- Ali, Rafaqat
- Subject
- Lean warehousing, Customer satisfaction, Point-likert scale, Strategic planning, Correlational research design, Logistical quality service, Quality dimensions, Survey, Confirmatory factor analysis, CFA, Structural equation modelling, SEM
- Date
- 2017
- Type
- Thesis
- Identifier
- http://hdl.handle.net/10004/98524, vital:4341, valet-20180201-102921
- Description
- This study aims to investigate lean warehousing and the impact it has on customer satisfaction. Since this study seeks a relationship between a phenomenon and the characteristics of individuals or groups, ‘correlational research design’ is used as an empirical research methodology. Literature shows that service quality is directly related to customer satisfaction, hence, lean and service quality constructs/dimensions were identified and developed based on previous related studies to assess effect of lean tools and practices on logistical quality service leading to customer satisfaction. Since Amazon has developed a lean culture in their warehouses, the sample of this study consisted of those respondents who were customers of Amazon. The aim was to note how use of lean in Amazon warehousing is impacting customer satisfaction. A survey with structured questionnaire using five Point-Likert scale was conducted, yielding quantitative data. The casual relationship between lean warehousing and service quality leading to customer satisfaction was analyzed using Confirmatory factor analysis (CFA) and Structural Equation Modelling (SEM). The proposed hypothesis was confirmed, and results revealed that lean warehousing can have positive and significant on customer satisfaction. The implications of this study may enable effective strategic planning and decision making for Lean practitioners by helping them to understand and bridge the expectation/perception gap that occurs between customers and suppliers.
- Publisher
- Faculty of Management and Law, Operations and Information Management
- Language
- EN
- Relation
- no
- Rights
- © 2018 University of Bradford. All rights reserved
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Masters Dissertations
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | ATTACHMENT01 | Ali, R..pdf | 863 KB | Adobe Acrobat PDF | View Details Download |