The impact of smart-warehousing on a local foodservice equipment-company's external customers

This paper highlights the impact that smart-warehousing has on customer satisfaction and loyalty in the foodservice industry. The study follows an exploratory approach which uses quantitative means to analyze the information collected. The high products demand in the foodservice makes the industry complex to handle as the need to satisfy the customer is a priority, thus the reason behind this study which can benefit both the concerned industry and academia. 90 respondents (60 customers and 30 warehouse employees) participated in the study where a questionnaire was given to them to collect critical information about the study. The retrieved data were captured and analyzed using Microsoft Excel was used to help determine the sample size as well as random numbers to define the sample. SPSS 25 was also used to conduct the correlation analysis and assess the relationship between the warehouse activities and the customers' credit notes (which are linked to their satisfaction and loyalty). The study revealed that there is a positive relationship between the use of smart-warehousing and the satisfaction and loyalty of customers.