The ultimate goal of a SCM system is to integrate various members of the Supply Chain (SCM) in a seamless manner to achieve high level of customer satisfaction and thus a long-term competitive advantage. Thus, the fact remains that the concept of SCM if properly applied to the hotel industry will augment customer satisfaction. The research therefore seeks to investigate the effect of supply chain management systems (SCMS) on customer satisfaction in the hotel industry in Ghana. Structured close-ended interviewer-administered questionnaire was used to collect primary data developed. One hundred and forty (140) respondents were used for the study. Descriptive statistics, multiple response analysis and Chi Square test of association are the statistical tools used to examine the data. Among other things, the study results reveal that “Hotel guides convenience of location”, “security, Sensitivity and attention to customer needs”, “reliability service and attractiveness”, and “cleanness comfort and environment” are the major or the key factors that influence customers hotel choice in Sekondi-Takoradi Metropolis. Further, “cost reduction” is a greatest benefit to be achieved from the adaption of SCM systems students’ it is also evident from the study that “Conflicting organizational structures and culture”, “Inadequate measurement systems”, “Information system and technological incompatibility”, “Poor collaboration among chain partners”, “Internal and external turf protection” and “Misalignment of motives and behaviors” are challenges that exist in the use of SCM system in achieving customer’s satisfaction and lastly it was justified from the study that there is no relationship that can be establish between supply management system on customer satisfaction and the key factors that influence customers hotel choice.
Agrawal, M. K. and Pak, M. H. (2001), “Getting smart about supply chain management”, McKinsey Quarterly, Vol. 2, pp. 22-7.
Akan, P. (1995). Dimensions of service quality: a study in Istanbul. Managing Service Quality, 5(6): 39-43.
Atkinson, A. (1988). Answering the eternal question: what does the customer want? The Cornell Hotel and Restaurant Administration Quarterly, 29(2): 12-14.
Attaran, M. (2004). “Nurturing the supply chain”, Industrial Management, Vol. 46 No. 5, pp. 16-21.
Barsky, J. D. & Labagh, R. (1992).A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 35(3): 32-40.
Choi, T. Y., & Chu, R. (2001).Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20: 277-297.
Christopher, M. and Ryals, L. (1999).“Supply chain strategy: its impact on shareholder value”, International Journal of Logistics Management, Vol. 10 No. 1, pp. 1-10.
Compton, H. K. and Jessop, D. (2001).The Official Dictionary of Purchasing and Supply: Terminology for Buyers and Suppliers Published by Liverpool Business Publishing.
Daugherty, P. J., Richey, R. G., Genchev, S. E. and Chen, H. (2005). “Reverse logistics: superior performance through focused resource commitments to information technology”, Transportation Research: Part E, Vol. 41 No. 2, pp. 77-93.
Fine, C. H. (2000), “The clock speed chronicles”, Supply Chain Management Review, Vol. 4 No. 2, pp.60-4.
Gundersen, M. G., Heide, M. & Olsson, U. H. (1996). Hotel Guest satisfaction among Business Travellers: What Are the Important Factors? The Cornell Hotel and Restaurant Administration Quarterly, 37(2):72-81.
Handfield, R. (2011). What is supply chain management? Retrieved from
Herrmann, A., Huber, F., and Braunstein, C. (2000). Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction, International Journal of Production Economics, 66, 77-96.
Jana, A., & Chandra, B. (2016). Mediating Role of Customer Satisfaction in the Mid- Market Hotels: An Empirical Analysis. Indian Journal of Science and Technolo-gy, 9(1).
Kandampully, J & Suhartanto, D. (2000), Customer Loyalty in the Hotel Industry: The role of Customer satisfaction and Image. Internal Journal of comtemporary Hospitality Management, 12, p346.
Kangogo, E. J., Musiega, K., &Manyasi, J. (2013). Effect of customer satisfaction on performance of the hotel industry in the western tourism circuit of Kenya. European Journal of Business and Management, 5(4), 87-99.
Knutson, B. (1988). Frequent travellers: making them happy and bringing them back. The Cornell Hotel and Restaurant Administration Quarterly, 29(1): 83-87.
Knutson, B. J., Beck, J. A., Kim, S., & Cha, J. (2009). Identifying the Dimensions of the Guest's Hotel Experience. Cornell Hospitality Quarterly, 50(1), 44-55.
Kotler P. (1995) Conceptual framework for customer services philosophy, 2nd edition,Prentice hall.
Lee, H. L. (2004), “The triple-a supply chain”, Harvard Business Review, Vol. 82 No. 10, pp. 102-13.
Leonard, L. N. K. and Cronan, T. P. (2002), “A study of the value and impact of electronic commerce: electronic versus traditional replenishment in supply chains”, Journal of Organizational Computing and Electronic Commerce, Vol. 12 No. 4, pp. 307-28.
Luo, X. & Homburg, C. (2007).Neglected Outcomes of Customer Satisfaction. Journal of Marketing, 71(2):133-149.
Manha, P. S., & Tukamushaba, E. K. (2015). Understanding service experience and its impact on brand image in hospitality sector. International Journal of Hospitality Management, 45, 77-87.
Mentzer, J. T., Foggin, J. H. and Golicic, S. L. (2000). “Collaboration: the enablers, impediments, and benefits”, Supply Chain Management Review, Vol. 4 No. 4, pp. 52-8.
Mentzer, J., Dewitt, W., Keebler, J., Min, S., Nix, N., Smith, C., and Zach, Z. (2005). Defining Supply Chain Management. Journal of Business Logistics, 22(2), pp.125.
Park, S. H. and Ungson, G. R. (2001), “Inter-firm rivalry and managerial complexity: a conceptual framework of alliance failure”, Organization Science, Vol. 12 No. 1, pp. 37-53.
Tan K.C. (2001). “A framework of supply chain management literature” European Journal of Purchasing & Supply Management 7 pp. 39-48
Twenefour, F.B.K. (2017) Major Determinants that Influence the Choice of Brand of Mobile Phone. Open Journal of Statistics , 7, 663-675.
Tyndall, G. R., Gopal, C., Partsch, W. and Kamauff, J. (1998).Supercharging Supply Chains, John Wiley & Sons, Inc., New York, NY.
Zhang, Q., Vonderembse, M. A., and Su lim, J. (2003). Manufacturing flexibility: Defining and analyzing relationships among competence, capability, and customer satisfaction, Journal of Operational Management, 21, 173-191