Information sharing, inventory management and customer satisfaction in the downstream chain of manufacturing firms in Uganda.

Abstract

The purpose of the study was to investigate the relationship between information sharing, inventory management and customer satisfaction in the downstream chain of manufacturing firms in Uganda. A quantitative cross sectional survey research design was used to establish the relationship between information sharing inventory management and customer satisfaction in the downstream chain of manufacturing firms in Uganda. A sample size of 523 respondents consisting of retailers and distributors was taken. The research findings indicated that there was a significant positive relationship between information sharing, inventory management and customer satisfaction.

Information sharing and customer satisfaction had Pearson correlation coefficient of 0.471 ** Information sharing and inventory management had Pearson correlation Coefficient=0.350** and Inventory management and customer satisfaction had Pearson Correlation coefficient of 0.394** Information sharing and inventory management significantly influenced customer satisfaction and this was supported by the value of R square which showed that they predicted the dependent variable by 25%. In conclusion Channel partners required the installation of information systems and customer collaboration in order to ensure better information sharing and inventory management hence leading to high levels of customer satisfaction.