Evaluating Customer Satisfaction in Supply Chain

Open Access
Brutus, Marie Coralie
Graduate Program:
Industrial Engineering
Master of Science
Document Type:
Master Thesis
Date of Defense:
Committee Members:
  • Arunachalam Ravindran, Thesis Advisor
  • Supply Chain
  • Customer Satisfaction
  • Fuzzy Set Theory
In the literature many aspects of supply chain are analyzed and studied for improvement. The element that has been examined the least is customer satisfaction as it relates to supply chain. Customer satisfaction is necessary for the success of any company. Thus understanding the factors of a supply chain which affect customer satisfaction is most important. The purpose of this research is to identify the common factors in a supply chain which directly and indirectly relate to customer satisfaction, identify the degree to which each affects customer satisfaction and develop a methodology to determine the customer satisfaction level of a supply chain. With the use of fuzzy set theory, a methodology to measure the customer satisfaction level is developed. This methodology is demonstrated with an actual case study. By identifying the factors that influence customer satisfaction, a company can focus on improving specific areas. The methodology will allow them to evaluate the performance of the company by improving their customer satisfaction level.