Title: The impact of procurement on supplier satisfaction: service, communication, and speed

Authors: Andreas H. Glas

Addresses: Procurement and Supply Management Department, Bundeswehr University Munich, W. Heisenberg-Weg 39, 85577 Neubiberg/Munich, Germany

Abstract: A supplier performs best if the perception of the supply situation satisfies the supplier's expectations with regard to buyer behaviour. Recent publications address that issue with the conclusion that even buyers benefit from satisfied suppliers, getting preferential treatment and access to limited supplier resources. This contribution focuses on the procurement function of the buyer and its impact on supplier satisfaction. Structural equation modelling is used to investigate the effect of three antecedent factors: 1) the service quality; 2) the communication quality; 3) the time management quality of a buyer's procurement function. The findings show significant effects of all the constructs, and communication quality is the most relevant. The results extend the breadth of constructs explaining supplier satisfaction and highlight the role of procurement and supply management as the points of interaction with the supplier.

Keywords: supplier satisfaction; structural equation model; procurement; quality; service; communication; time management.

DOI: 10.1504/IJISM.2018.095687

International Journal of Integrated Supply Management, 2018 Vol.12 No.1/2, pp.90 - 117

Received: 20 Nov 2017
Accepted: 01 Jul 2018

Published online: 16 Oct 2018 *

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