School of Business (SOB)

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Author: search.filters.author.Eric, Shoo AineaSubject: search.filters.subject.Customer satisfaction

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    An assessment of the impact of integrated Logistics system of healthcare commodities on customer satisfaction in Tanzanian health system: A case of primary healthcare facilities in Ilemela Municipal Council, Mwanza Region
    (Mzumbe University, 2014) Eric, Shoo Ainea
    Logistics services performance quality is critical in any supply chain. Two service delivery elements are marketing customer service and physical distribution service; these elements are used to measure the logistics services performance because of their logistics activities (Mentzer et al 2001). The purpose of this study was to assess the impact of integrated logistics system (ILS) of healthcare commodities on customer satisfaction in Tanzania Health system; a case of primary healthcare facilities in Ilemela District, Mwanza region. This study was guided by five objectives: (i) to assess the level of customer satisfaction of current logistics management of healthcare commodities in Ilemela District, Mwanza Region, (ii) to assess the extent to which integrated logistics system meets customers‘ (Dispensaries & Health Centres) requirements in Ilemela District of Mwanza region, (iii) to identify challenges associated with running of integrated logistics system in Ilemela District of Mwanza Region, (iv) to determine how information technology within integrated Logistics system affect customer order accuracy and order efficiency, discrepancy and flexibility and (v) to identify areas for improvement of integrated logistics system within Medical Store Department (MSD). A descriptive research design which incorporated quantitative and qualitative approaches was adopted to investigate the research problem. A survey of 81 healthcare workers at healthcare facilities was carried out in Ilemela Municipal Council using selfadministered questionnaire. In addition interviews were used with selected healthcare workers. The data was analyzed using descriptive statistics whereby SPSS package version 17.0 was used to analyse data. The study revealed that customers (healthcare facilities) were unsatisfied with service performance of ILS within MSD on all its performance activities; ILS was noted to be also mostly inefficient in its distribution and delivery function to healthcare facilities. The study findings also showed that ILS was not meeting customers‘ requirement in the supply of medicines and medical supplies especially informing customers on new supplies and having full supply of needed medical commodities.