| dc.description.abstract | A study was carried out to establish the relationship between supply chain failures and customer
satisfaction among milk processing firms in Kenya. The study had two objectives to achieve: To
determine the factors of supply chain failures of milk processing firms in Kenya and to
determine the effect of supply chain failure on customer satisfaction for processed milk in
Kenya.
The study employed a descriptive research design. Data was collected through a questionnaire
from 25 firms out of the 34 milk processing firms in Kenya. Only 25 firms responded. The data
collected was analyzed by use of frequencies, percentages and regression.
The major findings from the study indicate that deterioration in milk production, poor supplier
relationship management, and poor management of inventory and pilferage of inventory are
among the causes of supply chain failure. The study recommends that milk processing firms
need to practice good risk management to avoid supply chain failures.
The study also recommends that milk processing firms in Kenya should also find means of
maintaining good relations with their suppliers so that they can maintain smooth flow of
processed milk products to their customers. | en |
