Title: Service quality measurement of the public distribution system in the food grains supply chain

Authors: Paulrajan Rajkumar

Addresses: Saveetha Engineering College, Anna University, Chennai 602105, India 27/6, Bazaar Street, West KK Nagar, Chennai 600 025, India

Abstract: The public distribution system (PDS) is state run supply chain for food grains in India. The PDS in India is the largest distribution machinery of its type in the world. Many studies have been carried out across the world to understand the food grains supply chain in the private sector. This study is an attempt to understand the government-run food grains supply chain which has an obligation to fulfil social responsibility. The survey technique used to identify the influencing factors through factor analysis. Subsequently, analytical hierarchy process technique recognises the priority and rank of the service quality dimensions. This paper suggests measures to improve the service quality dimensions of the authorities, which helps to improve the perceived level of consumers' satisfaction level.

Keywords: service quality measurement; supply chain modelling; performance measures; public distribution systems; PDS; food grains; food supply chains; supply chain management; SCM; India; social responsibility; customer satisfaction; analytical hierarchy process; AHP.

DOI: 10.1504/IJBPSCM.2013.053488

International Journal of Business Performance and Supply Chain Modelling, 2013 Vol.5 No.2, pp.131 - 147

Published online: 24 Apr 2013 *

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