Effects of Supply Chain Distributions on Customer Service Performance in Beverage Industry: A Case of East African Breweries, Kenya

Abstract

The susceptibility of supply chain disruptions around the world has become a growing concern over the last few years. The emergence of the novel corona virus pandemic in Wuhan, China in late 2019 that has so far spread all around the world is a cause of supply chain disruptions globally. The main objective of the study is to establish the effects of supply chain disruptions on customer service performance in beverage industry in Kenya with specific reference on the East African Breweries Limited. The study considered the following variables; supply chain risk, supply chain trends, government policy and supply chain sustainability. The research targeted around 200 employees of the company for data collection. The research also considered a sample of 60 employees equally chosen from the production, procurement and finance departments of the company. Questionnaires were used to collect primary data and secondary data was collected by use of journal, reports, books and the internet. Descriptive statistics method was applied to analyze quantitative data. The study concludes that a lot needs to be done by the management of EABL in ensuring implementation of green supply chain practices within their operations. The study recommends that manufacturing firms within the beverage

©Author(s)

Licensed under Creative Common Page 178 industry in Kenya should come up with strategies to help reduce the possibility of supply chain disruptions through creation of risk tolerant and resilient supply chains. The study further recommends that more research be conducted in the area of supply chain disruptions in other forms of industries in Kenya apart from the beverage industry so as to examine if the same case applies to all industries in Kenya