Authors : Cigiriza Samuel; Olutayo K. Osunsan; Moses Muhwezi; Christine Kabasinguzi

Volume/Issue : Volume 8 - 2023, Issue 10 - October

Google Scholar : https://tinyurl.com/2p9bkrc4

Scribd : https://tinyurl.com/mwmvzz8c

DOI : https://doi.org/10.5281/zenodo.10053877

Abstract : The paper accesses the relationship between supply chain integration dimensions (customer integration, supplier integration, internal integration) and customer service at Hariss International Ltd. The study employed both descriptive and cross-sectional designs, utilizing quantitative data collection methods. A sample of 36 employees was chosen from the organization for data collection. Primary data was collected through interviews and surveys, while secondary data came from records and published sources. The study utilized statistical tools such as correlation analysis, multiple regression analysis, and factor analysis to analyze the data. The results reveal significant positive relationships between customer integration, supplier integration, internal integration, and customer service. The findings indicate that enhancing these integration dimensions can lead to improved customer service. Factor analysis identified sub-dimensions within each integration dimension, shedding light on the specifics of integration within the company. The paper emphasizes the importance of these integrations in influencing customer service positively. It concludes that organizations prioritizing supply chain integration can achieve better customer service, adapt to changes, and maintain a competitive edge. In conclusion, this paper contributes to the understanding of how different dimensions of supply chain integration affect customer service, using a case study of Hariss International Ltd. The findings highlight the significance of fostering integration strategies to enhance customer service and overall organizational performance.