| dc.description |
In recent years, many companies happen to be more interested with Supply Chain
Management and this is mainly because they have already realized that it is no longer
productive to compete in isolation, especially if they want to improve the quality of
their services/products, and reduce the overall costs.
The researcher hardly found any previous studies which were specifically conducted
to examine the impact of SCM on service delivery in Tanzania Air Transportation
Industry. So, this study sought to find out the impact of SCM on service delivery at
ATC. The study objectives covered four main areas relating to service delivery, these
are; service culture, service quality, employee engagement and customer experience.
Case study research design was used. The research was conducted at ATC situated in
Dar es Salaam, Tanzania. A sample of 92 respondents was selected. Collection of
data was done through questionnaires and interviews and documentary review.
Quantitative data was tabulated and presented into percentages and frequency
distributions. Presentation was through tables and figures.
Study findings indicate that, the SCM of ATC contributes a lot in enhancing its
performance through the well-made and defined service culture, achieving service
quality through giving enough priority to a number of aspects within the supply chain
and also through ensuring proper employee engagement. And lastly it was also
realized that, SCM of ATC affects the customers experience positively because of
the kind of services they provide.
The study concludes that, more attention and improvements are needed in some areas
including; flight catering services, entertainment facilities on the ATC planes and
employees’ performance recognition. The overall recommendation of the study was
that, ATC should work hard to maintain the high status it already has in order to keep
the customers happy with the services they receive. Also, another recommendation
was that; ATC needs to put more efforts in upgrading their services in order to
improve the quality of services. |
|