Impact of Supply Chain Management (SCM) practices on Nandkishor Roadlines: An Empirical Study

Abstract

This study looks at how customer satisfaction at the petrochemical transportation business Nandkishor Roadlines is affected by Supply Chain Management (SCM) techniques. A structured questionnaire that focused on four aspects—time efficiency, supplier reliability, operational convenience, and technological adoption—was used to gather primary data from 103 clients. While time, supply, and convenience considerations had no discernible effect on customer satisfaction, technology-based practices—such as GPS tracking, electronic documentation, and real-time information sharing—had a considerable positive impact, according to data analysis using linear regression. The model's total explanatory power was limited (R2 = 7.8%), suggesting that client opinions are also influenced by other qualitative aspects including pricing, relationship management, and after-sales support. The study recommends prioritizing investments in advanced logistics technologies, staff training, and continuous feedback mechanisms to enhance service quality. These findings provide empirical evidence for technology-focused SCM improvements and lay the groundwork for further research on broader determinants of customer satisfaction in petrochemical logistics.