Ethical Practices in Procurement towards Customers Satisfaction: A case of Coca Cola Kwanza Ltd Dar es Salaam
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Mzumbe University
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A Dissertation Submitted in Fulfillment of the Requirements for the Degree of
Master of Science in Procurement and Supply Chain Management
(MSc- PSCM) of Mzumbe University
Ethical procurement actions and activities are suitable norms which procurement specialist, organizations and entities must comply to ensure sound procurement procedure. The study general objective was to assess ethical practices in procurement towards customer satisfaction. The study was directed the following specific objectives, to determine the ethical issues practiced during procurement process in the procurement entity, to determine the factors affecting ethics in procurement process in the organization towards customer satisfaction and to determine the ethical challenges experienced during implementation of procurement process. The study involved the sample of forty (40) respondents, including fifteen (15) respondents from the departments and twenty five (25) customer respondents. The study was undertaken by using case study design and in some cases quantitative approach was used for computing the frequency and percentages and the use of tabulations. The research methods and instruments that are questionnaires, interview and documentary review were used to collect data. Findings reveal that the ethical issues practiced during procurement proceedings in the entity are accountability and transparency, honesty and integrity and professionalism and they are implemented at a large extent through application of same evaluation and competitive procedures to all suppliers, and transparency being considered as a base in all procurement activities but faced with some ethical challenges during the implementation of procurement process towards customer satisfaction such as organizational resources. The study concluded that ethical procurement practices have a high significance towards customer satisfaction. It is therefore recommended all other government entities should be encouraged to adopt procurement ethical practices. The researcher recommends to the future researchers to assess similar studies on factors affecting procurement ethics to other types of organizations. To investigate the study of same nature so as find out how other companies are impacted by the procurement ethics.
Ethical procurement actions and activities are suitable norms which procurement specialist, organizations and entities must comply to ensure sound procurement procedure. The study general objective was to assess ethical practices in procurement towards customer satisfaction. The study was directed the following specific objectives, to determine the ethical issues practiced during procurement process in the procurement entity, to determine the factors affecting ethics in procurement process in the organization towards customer satisfaction and to determine the ethical challenges experienced during implementation of procurement process. The study involved the sample of forty (40) respondents, including fifteen (15) respondents from the departments and twenty five (25) customer respondents. The study was undertaken by using case study design and in some cases quantitative approach was used for computing the frequency and percentages and the use of tabulations. The research methods and instruments that are questionnaires, interview and documentary review were used to collect data. Findings reveal that the ethical issues practiced during procurement proceedings in the entity are accountability and transparency, honesty and integrity and professionalism and they are implemented at a large extent through application of same evaluation and competitive procedures to all suppliers, and transparency being considered as a base in all procurement activities but faced with some ethical challenges during the implementation of procurement process towards customer satisfaction such as organizational resources. The study concluded that ethical procurement practices have a high significance towards customer satisfaction. It is therefore recommended all other government entities should be encouraged to adopt procurement ethical practices. The researcher recommends to the future researchers to assess similar studies on factors affecting procurement ethics to other types of organizations. To investigate the study of same nature so as find out how other companies are impacted by the procurement ethics.
Keywords
Ethical procurement