Information systems managed inventory and customer satisfaction in the soft drink industry case study: century bottling company ltd

Abstract

The purpose of study was to assess the effect of infonnation systems managed inventory on customer satisfaction in an organization. The research was guided by the following objectives, to investigate the effects of information systems infrastructure on customer satisfaction, to establish the influence of information systems knowledge and skills on customer satisfaction and to analyze the effects of information support system on customer satisfaction. A relationship study was done to help the researcher examine the effectiveness of the inf01mation systems managed inventory; both qualitative and quantitative approaches were employed. This design was adopted to help the researcher gather data from a sample of a wider population at a particular time and make interference to a wider population. During this process and the sample size of the study was selected using stratified sampling method. An interview was used as data collection instrument. The findings in the study show that information systems managed inventory techniques like, computers, internet, Electronic Data Interchange, Electronic Funds Transfer, are instrumental in the proper management of an organizations inventory system and they in turn lead to customer satisfaction in an organization. The study concludes that the effect of information systems managed inventory is beneficial to an organization like Century Bottling Company as it enables Century Bottling Company to , share infonnation with its supplies in that note creating reliability of products Cl~stomers, enabling timely and efficient delivery of the century bottling company products in the market. The study recommends the administration of Century Bottling Company to improve on infonnation systems managed inventory by advancing in various methods like internet, Electronic Data Interchange, satellite, smart cards, which help an organization in satisfying customers. From the above analysis more studies need to be done in the following areas, Effect of technological advancement in implementation of reverse logistics, the relevance of procurement staff in the attainment of procurement effectiveness, Factors that promote the efficiency of reverse logistics.