Inventory Control and Customer Satisfaction: a case Study of Monitor Publication Limited
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Date
2018-06
Authors
Journal Title
Journal ISSN
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Publisher
Kampala International University, College of Economics and Management
Abstract
The study was about Inventory control and customer satisfaction in Monitor Publication ltd. The
study was mainly based on three research objectives that is: to investigate the inventory control
techniques used by the organization, to determine the level of customer satisfaction in the
organization and to determine the relationship between inventory control and customer
satisfaction in Monitor Publication ltd.
The study employed a cross section design together with descriptive and analytical research
design, based on both quantitative and qualitative data. Questionnaires and interview guide were
used to collect data and a sample size of 45 respondents was selected using stratified sampling
technique. Data was summarized, sorted, edited and analyzed using statistical packages for social
scientists (SPSS) and Microsoft word and the findings were presented in a report format.
Findings on Inventory control were that Monitor Publication Ltd puts greater emphasis on
monitoring optimal stock levels and keeping Inventory records and conducts Inventory control
annually. It was however established that Inventory control is not well understood by majority
employees of Monitor Publication Ltd and not all items are inspected. Findings on Customer
satisfaction were that Daily Monitor is the major product offered to customers, however it was
established that Monitor Publication does not provide quality products to its clients and the
distribution channel is not convenient and attractive to customers. Findings show that there is a
significant positive relationship between Inventory control and Customer satisfaction in the
organization.
Recommendations on Inventory control were that Monitor Publication Ltd needs to train and
sensitize employees regarding the importance of Inventory control and also ensure that all items
are inspected so that they do not get problems concerning Inventory monitoring and record
keeping. Recommendations on Customer satisfaction were that Monitor Publication Ltd need to
put more effort on improving product quality as well as improve on its distribution channel so as
to make its products more convenient and attractive to customers. Therefore more effort should
be put on Inventory control to achieve Customer satisfaction.
Description
A Research Report Submitted to the College of' Economics and management in Partial Fulfillment of the Award of the Degree of Bachelors’ Of Business Administration, Accounting And Finance of Kampala International University
Keywords
Inventory Control, Customer Satisfaction, Monitor Publication Limited