Assessing Supply Chain Integration's Role in Enhancing Operational Efficiency and Customer Satisfaction in Haryana's Banking Sector

Abstract

This study aims to evaluate the impact of supply chain management (SCM) integration on operational efficiency and customer satisfaction in the banking sector, with a specific focus on the state of Haryana, India. As banks increasingly adopt advanced SCM practices to streamline operations, it is crucial to understand how such integration affects both internal processes and customer service outcomes. The research explores the relationship between SCM strategies and improvements in operational performance, such as reduced costs, improved service delivery, and enhanced flexibility. Additionally, the study examines the direct influence of these SCM practices on customer satisfaction, considering factors such as response times, service quality, and overall client experience. Using a mixed-methods approach, including surveys and interviews with banking professionals and customers in Haryana, the findings reveal significant positive correlations between SCM integration and operational improvements, alongside a noticeable increase in customer satisfaction levels. The study concludes that effective SCM practices are essential for banks to remain competitive in an increasingly customer-centric market and recommends strategies for further enhancing the integration of SCM to boost both operational and customer service outcomes.