SUPPY CHAIN MANAGEMENT: ANALYSIS OF END-USERS EXPERIENCE OF PETROLEUM PRODUCTS IN NIGERIA

Abstract

The chain reactions between the point of production and delivery require effective management. End-users experience of products is influenced by the level of information, product quality, strategic supplier's partnership, lean practices, and customer relationship. Thus, this study evaluates the supply chain management metrics on the end-users experience of petroleum products in Nigeria. A cross-sectional survey was adopted for the study. The population comprises all filling stations retail outlets in Ibadan metropolis, Oyo state, Nigeria. A structured validated questionnaire with a reliability test of Cronbach alpha of 0.79 was used to elicit information from the respondents which comprise of staff and end-users of the selected outlets. Emphasis was on the three popular products at the filling stations which are PMS, AG0, and DPK. Partial least square (projection of latent structures) algorithms and bootstrapping techniques were used to analyze the data with the aid of SmartPLS 3. The findings revealed that product quality, proper dispensing of quantity products, customer relationship management, good payment plans, and constant availability of products contribute significantly to the end-user experience. The study concluded that supply chain management influences the end-user experience in the study area. It is recommended that quality information, service recovery, accurate quantity product pump dispensing should be to customer satisfaction and encourages continuous patronage.