Title: Service quality in manufacturing supply chains: a bi-directional perspective from Indian SMEs

Authors: Surjit Kumar Gandhi; Anish Sachdeva; Ajay Gupta

Addresses: Department of Industrial and Production Engineering, Dr. B.R. Ambedkar National Institute of Technology, Jalandhar, 144011, Punjab, India ' Department of Industrial and Production Engineering, Dr. B.R. Ambedkar National Institute of Technology, Jalandhar, 144011, Punjab, India ' Department of Industrial and Production Engineering, Dr. B.R. Ambedkar National Institute of Technology, Jalandhar, 144011, Punjab, India

Abstract: This study investigates the role played by service quality in the supply chains of Indian small-medium manufacturing units and presents models at different junctions which propose and validate that the contributions made by supply chain partners towards service quality lead to satisfaction and loyalty. The research design for this study includes a combination of literature review, exploratory interviews and a questionnaire survey conducted through interview schedule with respondents working in different SMEs situated in Northern India. Both internal and external customer perspectives have been considered. Structural equation modelling has been used for data analysis. Three models showing linkages of manufacturer (manufacturing unit's) service quality with supplier service quality, employee service quality and distributor service quality are developed. The models are empirically tested and are found to be fit. This study would be of interest to SME practitioners interested in strengthening relationships with supply chains partners to achieve win-win situations.

Keywords: service quality; supply chain; small and medium-sized enterprise; SMEs; service quality factors; supplier; employees; distributor; exploratory factor analysis; EFA; confirmatory factor analysis; CFA; reliability; validity; SEM.

DOI: 10.1504/IJLSM.2020.104779

International Journal of Logistics Systems and Management, 2020 Vol.35 No.2, pp.149 - 203

Received: 25 Mar 2018
Accepted: 24 May 2018

Published online: 30 Jan 2020 *

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