Impact of Supplier-manufacturer and Supplier- customer Relationships on Customer Satisfaction

Abstract

This study tackled the type of relations between the supplier and manufacturer and between the Supplier and customer and its impact on the Customer Satisfaction in Hippocrates Medical Enterprises since 2014-2015. The study aimed at getting acquaintance with the impact of partnership and the supplier on the findings of the customer satisfaction, the partner and supplier role in the institutional performance and strengthen by the customer satisfaction. The study used the questionnaire which was designed and distributed to the company's employees, whose number is fifteen for the obtainment of a full picture. This data was designed to cover the first criterion of the EFQM model and accordance with all the sub-criterion. The collected and analyzed data was processed through the use of the statistical package of social science (SPSS), to reach a verification of hypotheses: A. The relationship between the manufacturer and the supplier does not affect customer satisfaction. B. The relationship between the supplier and the customer does not affect customer satisfaction. C. The relationship between each of the manufacturer - supplier and supplier - customer does not affect the organization's performance. In the view of the hypotheses the findings arrived the depth of the relation between the customer satisfaction and the leadership criterion in the European model of the excellence. It was proved that among the five sub-criterion of the leadership criterion. The third sub-criterion (c) the relation with the customers and partners, and the representative of the commonly had the deepest impact. This proves the hypotheses. The study recommended that the objectives of manufacture-supplier must be include customer satisfaction for continue improvement, and that should be enough time for planning ,ongoing, monitoring, assessment and feedback, so that will not diminish the value for money and the impact of this company.