Service Quality in Supply Chain

Abstract

In manufacturing industries or the supply chain, very few attempts have been made in the past to measure service quality or to test the linkages between service quality with supplier's satisfaction and loyalty. Thus, to fill the existing void in the literature, an attempt has been made to conceptualise a model proposing linkages of service quality with supplier's satisfaction and loyalty in the supply chain of automotive industry. The research design for this paper includes a combination of literature review and a survey of 220 and 170 practitioners from four and two automobile manufacturing companies located in Northern India and Western India, respectively. Structural Equation Modelling Techniques (SEM) has been used to examine the relationships among the variables and to test the goodness fit of the proposed model. Set of propositions related to model was empirically tested at supplier-manufacturer dyad and with an optimum fit of model, found that the data fits the model.