Supply chain flexibility and the impact on customer satisfaction: a case study of a USA manufacturing firm

This research empirically tests a conceptual framework to investigate the antecedents of supply chain flexibilities and its impact on customer satisfaction set within the scope of the supplier-manufacturer relationship in the tier 1 level of the supply chain. The research organizes an investigation into supply chain flexibility constructs by breaking it down to its component dimensions and determining its impact on customer satisfaction. The outcome indicates a significant positive relationship between supply chain flexibility and the satisfaction of consumers represented by manufacturing companies using the case study of a US manufacturing firm. Employing a correlation and multiple regression analysis, this research shows that volume flexibility is most important when manufacturing firms are seeking out supplier relationships with component or part suppliers. Manufacturers want to know that supplier have the right quantity and can deliver it at the right time without causing disruptions in the production line