<p>Introduction</p><p>An increased globalization and competition has forced companies to change their view on the supply chain, from supply chain management to demand chain management.</p><p>The company Martela is experiencing an increased competition and a declining market. They have started a program for change in order to reclaim market shares. The goal of one of the sub-projects is to increase the customers’ confidence on Martela in order to increase customer satisfaction.</p><p>Purpose</p><p>The purpose of this study is to illustrate the strong significance of physical distribution on customer satisfaction.</p><p>Method</p><p>We have used a qualitative method. We have gathered information for this paper by means of discussions, interviews and data processing of delivery and sales. It has been an iterative process in which we have moved from empiric data to theory and then back, in order to analyze the result. A significant part of this paper are interpretations, in which the theory as well as our background had an influence in the analysis and the dis-cussion.</p><p>Conclusions</p><p>Customer satisfaction plays an important role in order to compete in the office furniture market. One step towards making the customer satisfied is to have a satisfactory physi-cal distribution. The conditions for a good distribution and satisfied customers can be created by focusing on damage-free deliveries on time along with the relevant informa-tion.</p>
| Identifer | oai:union.ndltd.org:UPSALLA/oai:DiVA.org:hj-332 |
| Date | January 2006 |
| Creators | Axén, Per-Allan, Stenvall, Martina |
| Publisher | Jönköping University, Jönköping International Business School, Jönköping University, Jönköping International Business School |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, text |
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