Role of Supply Chain Practices on Customer Satisfaction in the Printing Industry in Kenya: A Case Study of Morven Kester East Africa Limited

The purpose of this study was to carry out an investigation on the role of supply chain practices on customer satisfaction in the printing industry. Studies by previous researchers have indicated that printing industry faces the challenges of uncertainty associated with sourcing for raw materials from oversees and failure to embrace modern technology which adversely affected the ability to satisfy customers.
The target population was printing firms in Kenya, using Morven Kester East Africa Limited Kenya as a case study. The study used the simple random sampling technique will be used to select the sample size. There were 80 employees involved directly and indirectly in the supply chain process in this firm. The sample was 30% of the employees and this will result to a sample size of 24 employees. The study used questionnaires to gather data. Descriptive analysis was used to analyze the data which was presented in the form of frequencies, tables and percentages.
The results of the study indicated that benchmarking as a supply chain best practice played a pivotal role in customer satisfaction. The company was practicing benchmarking but its potential was not harnessed fully. The study concluded that there is an urgent need for organizations to adopt pro-active approach towards customer satisfaction by adopting practices that provide real-time and accurate response to customer satisfaction.