Impact of Late Deliveries on Customer (Retailer) Satisfaction in Retail Industry

This study aims to identify the impact of late delivered on customer (retailer) satisfaction in retail industry, with reference to the availability of FMCG products. In this study 3 hypotheses are developed & the technique of one sample t-test is used to test the relationship. This study checks the impact of 3 independent variables; information sharing, stock out & lead-time on a dependent variable customer (retailer) satisfaction. In this study self-constructive questionnaire were handed over to owners/mangers of super markets & big retail outlets. For data collection convenience sampling technique is used with a sample size of 75 respondents. Results reveal that there is a negative impact of lack of information sharing on retailer’s business, whereas stock out situations are faced by most of the respondents on frequent basis but the respondents were quite satisfied with the delivery schedules & lead time commitments of the suppliers on the whole.