SUPPLY CHAIN QUALITY MANAGEMENT PRACTICES ON PERFORMANCE OF LARGE SUPERMARKETS IN NAIROBI CITY COUNTY, KENYA

Evans Wanjala Simiyu, Dr. Eric Namusonge

Abstract


The main objective of the study was to investigate supply chain quality management practices on performance of large supermarkets in Nairobi County, Kenya. The study objectives include determine the role of customer focus, and procurement decentralization on the performance of supermarkets in Nairobi County.  The unit of analysis was five large supermarkets in Nairobi County. The unit of observation was 272 management staff (Branch, Operations, Stores, and Sales managers).  Yamane (1967) formula was used to calculate the sample of 162 management staff. In this study, primary data will be collected using questionnaire technique. An ethical clearance letter was obtained from institutional review board and a research Permit was obtained. Permission was then sought from the management of respective foreign supermarkets to carry out the research. The questionnaires were by most respondents. Research responses were coded, entered, and analyzed using Social Package for Social Sciences (SPSS) Version 25. The content of the questionnaire was approved by supply chain professionals and was also proved to be similar to other related studies. There is a strong significant relationship between customer focus and performance of large supermarkets in Nairobi County is (r= 0.769, p=0.000), a strong significant relationship between procurement decentralization and performance of large supermarkets in Nairobi (r=0.679, p=0.000). The study recommends that the supermarkets management should, develop a friendly customer-management relationship to ensure that all customer complaints are handled effectively, ensure that the prices are within the market range to attract and retain customers, provide quality services to customers, consider  conducting thorough procurement needs survey in every branch and carry out the procurement practices in unison, and  insure all goods on transit to ensure that goods are fully covered and in case of any damage the costs would not be met by the supermarkets.

Key Words: Supply Chain Quality Management Practices, Performance of Large Supermarkets, Customer Focus, Procurement Decentralization 


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