Department Logistics and supply chain Management

Permanent URI for this collectionhttps://repository.mu.edu.et/handle/123456789/112

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    The Effect of Logistics Service Quality on Customer Satisfaction: The Case of Mekelle Dry Port
    (Mekelle University, 2025-09-14) Ybrah Gebretensay Gebremikael
    Logistics service quality is a critical area of research in supply chain management, particularly regarding its impact on customer satisfaction. Dry ports, such as Mekelle Dry Port in Ethiopia, play a vital role in enhancing logistics efficiency by facilitating the movement of goods between inland areas and seaports. This study investigates the effect of logistics service quality on customer satisfaction at Mekelle Dry Port .A mixed-methods approach (quantitative dominant) was employed, combining descriptive and explanatory research designs. Primary data were collected through structured questionnaires from 83 customers. Quantitative analysis was conducted using SPSS version 23, applying descriptive statistics and Pearson correlation. The regression model revealed that logistics service quality explains 78.4% of the variation in customer satisfaction (Adjusted R² = 0.784), supported by ANOVA results (F = 24.018, p < 0.001). Key logistics service quality dimensions—responsiveness, flexibility, order accuracy, timeliness, and assurance—were found to significantly influence customer satisfaction. The study recommends that Mekelle Dry Port prioritize improving responsiveness, which had the strongest impact. This can be achieved by establishing a dedicated customer service team trained in effective communication and timely complaint resolution. Implementing a real-time customer inquiry tracking system can also help ensure prompt and efficient handling of customer requests.
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    FACTORS AFFECTING HUMANITARIAN LOGISTICS PERFORMANCE IN THE CASE OF THE RED CROSS SOCIETY, TIGRAI REGIONAL STATE, ETHIOPIA
    (Mekelle University, 2025-09-14) TEWELDE ATAKILTI
    The performance of humanitarian logistics is shaped by a dynamic interplay of internal and external factors that collectively determine the efficiency, responsiveness, and reliability of aid delivery systems. This study examined the case of the Tigray Red Cross Society (TRCS) to identify and analyze the determinants of logistics performance in crisis conditions. Data were collected from 145 participants, including managers, sub-coordinators, and operational staff, using instruments adapted from validated logistics performance assessment tools and prior empirical studies. A mixed-methods, cross-sectional survey design was employed, integrating qualitative insights with quantitative evidence. Multiple regression analysis confirmed that all the selected independent variables—donor funding, government support, infrastructure quality, and the availability of skilled personnel—had a statistically significant and positive influence on TRCS’s logistics performance. The findings demonstrate that effective humanitarian logistics is not the product of isolated activities but rather the outcome of a coordinated integration of internal processes and external enablers. Specifically, TRCS’s ability to align core practices such as procurement, inventory management, warehousing, and transportation with strong partnerships, government collaboration, and infrastructure utilization has substantially enhanced its operational efficiency and timely response capacity. The originality of this study lies in its context specific empirical evidence from a conflict-affected region, offering insights rarely captured in humanitarian logistics research. By emphasizing the role of institutional capacity-building, sustainable donor engagement, and strategic collaboration, the study positions TRCS as a potential model for resilient humanitarian logistics in resource-constrained environments. Recommendations include targeted investments in staff training, infrastructure upgrades, sustainable funding mechanisms, and stronger stakeholder linkages. Ultimately, the study contributes to both theory and practice by presenting a holistic framework for improving logistics performance that is adaptable to other humanitarian organizations operating in complex emergency settings.
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    An ASSESSEMENT OF OPPORTUNITIES AND CHALLENEGES IN GOODS TRANSPORTATION: A CASE STUDY OF MEKELLE DRY PORT
    (Mekelle University, 2025-08-28) NIGUS AREFE GEBREMEDHIN
    Ethiopia, as a landlocked country, faces significant logistics and transportation challenges due to limited infrastructure, high freight costs, and overreliance on the Port of Djibouti. Mekelle Dry Port (MDP) was established to mitigate these issues and support regional trade through improved inland cargo handling. This study applies a port performance assessment framework to evaluate MDP based on five key objectives: assessing infrastructure and equipment, evaluating customs procedures, analyzing operational bottlenecks, examining workforce capacity, and identifying opportunities for improvement. Using a mixed-methods design, the study collected data from 210 structured surveys, 11 key informant interviews, and direct field observations. Results reveal that 77.6% of respondents were dissatisfied with storage facilities and manual cargo handling systems, while only 18.1% agreed on timely customs clearance, despite 58.1% recognizing benefits from digital systems. Operational inefficiencies were also highlighted, with 89.1% reporting delays in loading and unloading, and 87.1% citing critical skill gaps among the workforce. Furthermore, 96.6% of participants emphasized the urgent need for staff training. The findings demonstrate interconnected challenges involving outdated infrastructure (70% dissatisfaction), bureaucratic customs delays (42.4%), and human resource constraints. The study concludes that MDP requires targeted interventions such as infrastructure upgrades, digitalization of customs processes, improved layout and workflow design, and workforce development. These insights provide a valuable evidence base for policy action and contribute to broader efforts to modernize dry port operations in Ethiopia and other landlocked developing countries.
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    Practices and Effectiveness of Supply Chain Management of MOHA Soft Drink Company, Mekelle, Ethiopia
    (Mekelle University, 2025-07-25) GEBRETENSAY BELAY AMARE
    In this study, the Mekelle plant of MOHA Soft Drink Company's supply chain management (SCM) procedures, efficacy, and difficulties are examined. Supply chain integration, transportation and distribution, inventory management, and procurement are all thoroughly evaluated in this study by combining quantitative and qualitative data using a mixed-methods approach and a descriptive research design. Structured questionnaires, semi-structured interviews, and document reviews were used to gather data. Techniques for stratified random and purposive sampling made sure that every department had equal representation and expert knowledge. The findings indicate that, while MOHA demonstrates notable strengths in areas such as forecasting accuracy, delivery dependability, and the establishment of strong supplier partnerships, persistent challenges remains in strategic sourcing particularly limited supplier diversification and reliance on short-term agreements. Furthermore, flaws in communication, evident in uneven information flow and limited interdepartmental coordination, as well as shortcomings in inventory management, including inadequate stock monitoring and recurrent delivery delays, continue to impair overall supply chain efficiency. Operational effectiveness is hampered by issues including overstocking, the accumulation of outmoded material, ineffective vehicle maintenance, and a lack of real-time data consumption. Three key elements that influence the company's SCM success were found through factor analysis: Collaboration & Feedback, Communication & Information Sharing, and Partnership & Trust. Furthermore, supply chain resilience is threatened by internal inefficiencies as well as external interruptions like political unrest and infrastructure constraints. According to the study's findings, MOHA has to increase worker training, establish sourcing regulations, strengthen digital integration, and implement proactive inventory and logistics tactics. Achieving long-term supply chain sustainability, cutting operational waste, and improving agility all depend on these innovations.
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    The Impact of Sustainable Supply Chain Management on Competitive Advantage: A Study of Manufacturing Firms in Mekelle City
    (Mekelle University, 2025-08-28) Brhane Kinfe
    In recent years, sustainable supply chain management has become a central focus on global business strategy derived by increasing environmental concerns, resource scarcity, regulatory pressure, and changing consumer preference towards eco-friendly products. For manufacturing firm’s sustainability is not only about compliance but also a way of achieving long-term competitive abilities through efficiency, optimal utilization of resources, cost minimization and market differentiation. In emerging economies, like in Ethiopia, particularly in Mekelle city, manufacturing firms face multiple challenges, such as resource constraints, limited reverse logistics infrastructure and limited adoption of sustainability practices. Despite these challenges SSCM offers opportunities for firm strengthen operational performance, enhance customer loyalty and build sustainable competitive advantage through integrating the practices such as SRM, green manufacturing, CRM and reverse logistics. The study was conducted to evaluate “the impact of sustainable supply chain management practice on competitive advantage,” a study of manufacturing firms in Mekelle city. Data were collected from 73 respondents across 3 manufacturing firms representing the sectors such as construction materials and soft drink industries. A quantitative research design was employed, using purposive sampling and structured questionnaires. Descriptive and Spearman correlation analyses with SPSS version 21 were used for analysis. The findings revealed that green manufacturing at (r = 0.373, p < 0.01), customer relationship management at (r = 0.413, p < 0.01), and reverse logistics at (r = 0.411, p < 0.01) significantly and positively influenced competitive advantage, though supplier relationship management at (r = 0.124, p > 0.05) did not. The study concluded that sustainable supply chain management practices, particularly green manufacturing, CRM, and reverse logistics, significantly enhance the competitive advantage of manufacturing firms in Mekelle. Despite the observed challenges, such as underdeveloped reverse logistics and limited use of renewable sources of energy, the firms demonstrate a commendable foundation in sustainability. Enhancing these areas through strategic integration and innovation will support the firms to maintain environmental regulations compliance and enable to gain long-term operational efficiency, customer loyalty, and market differentiation.