Abstract:
Customer complaint is a major issue in organization because it have impact
with customer relationship and loyalty. PT ABC is a manufacturing company
in B2B business that produces flavors, fragrances and related products. The
management often blamed the supplier performance for the customer issues.
The aim of this study is to analyze impact of supply chain practices and
customer orientation could have significant impact on minimizing customer
complaints or for better handling of customer complaints. This study also aims
to analyze the other organizational variables that impact on supply chain
practices such as quality orientation, leadership practices and supplier
performance. The study used quantitative design using data collected from the
employees of PT ABC. The survey questions were sourced from established
studies and further checked for reliability and validity. The hypotheses were
tested using multiple regression analysis. The hypotheses about dependency of
the customer complaint handling on supply chain practices and customer
orientation was supported and the estimates were significant. The hypotheses
regarding dependency of supply chain practices on the organizational variables
like leadership practices and quality orientation were also supported. But the
management contention regarding supplier performance tested as a hypothesis
was not supported.
