scholarly journals Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets

Logistics ◽  
2021 ◽  
Vol 5 (4) ◽  
pp. 69
Author(s):  
Anastasia D. Mitropoulou ◽  
Giannis T. Tsoulfas
Keyword(s):  
Supply Chain ◽  
Substantial Improvement ◽  
High Quality ◽  
Customer Expectations ◽  
Turbulent Times ◽  
Logistics Services ◽  
Quality Of Supply ◽  
Online Shops ◽  
Channel Structures

Background: The purpose of this paper is to study customer satisfaction concerning orders from online supermarkets, which have recently boomed to fulfil the increased needs of customers during the COVID-19 pandemic. The service quality, as well as aspects of the logistics efficiency, are being examined, and the gaps between the expectations of people using these services and their perceptions about the received services are being evaluated. Methods: A modified approach of the well-known model SERVQUAL is suggested and used in the case of Greek online supermarkets. Thus, an initial contribution of this paper is the formulation of a framework which can be used to assess the quality of B2C logistics services. Results: The results show that customers’ expectations are exceeding their experiential perceptions in all the examined fields, and therefore there is room for substantial improvement. The study identified areas in which supermarkets’ online shops are close to meeting customer expectations and areas in which they fall far short. Conclusions: Competition is expected to become more intense and efficient supply chains that provide services of high quality will have a determinant role to play. Moreover, online supermarkets will have to rethink of their omni-channel structures to maintain and increase their market share. This is of particular importance during turbulent times such as the ones we are experiencing now.

scholarly journals Logical analysis of the impact of supply chain relationship quality on the growth performance of start-ups

2020 ◽  
Vol 214 ◽  
pp. 03017
Author(s):  
He JIANG ◽  
Yonghui CAO
Keyword(s):  
Supply Chain ◽  
Growth Performance ◽  
Strategic Partnership ◽  
Enterprise Growth ◽  
Quality Of Supply ◽  
Fierce Competition ◽  
Start Ups ◽  
The Impact ◽  
The Relationship

Due to the dilemma of “new entry defects” in the newly established enterprises, they are limited in developing new resources and cannot meet the increasingly fierce competition needs. Therefore, it is necessary to establish a stable strategic partnership by seeking external organizations, so as to obtain the necessary resources for the growth and development of the enterprise itself. Based on Penrose’s theory of enterprise growth, this paper analyzes the relationship between the quality of supply chain relationship and the growth performance of start-ups from three aspects, in order to reveal the internal logic that the quality of supply chain relationship affects the growth performance of start-ups.

scholarly journals Quality Decision-Making Behavior of Bodies Participating in the Agri-Foods E-Supply Chain

2020 ◽  
Vol 12 (5) ◽  
pp. 1874
Author(s):  
Xu Jing ◽  
Yao Guanxin ◽  
Dai Panqian
Keyword(s):  
Decision Making ◽  
Supply Chain ◽  
Supply Chains ◽  
Food Supply ◽  
Quality Information ◽  
Business Practices ◽  
Quality Inspection ◽  
High Quality ◽  
Decision Making Behavior

The quality of agri-foods in e-supply chains confronts more threats than that in the traditional agri-food supply chain. However, most of the existing studies focusing on the quality problems of fresh agri-products are mainly cases studies and statistical analyses, and they do not take into account the farmers’ willingness to comply with safe agri-food supply procedures. To solve the supply quality problems of fresh agri-foods and help participators make a better choice, the decision-making behavior on the supply quality of agri-foods in the e-supply chain was deeply studied in this paper using game theory. Some factors related to the decision behavior of the supply chain were analyzed, including the supervision intension of the government, the rights protection consciousness of consumers, and the intensity of punishment for poor-quality agri-foods. These factors have an important influence on the farmers’ willingness to provide high-quality products and e-business’ probability of inspection. Compared with three different decision models of agri-food e-supply chains, the results show that the decentralized decision model is better than the centralized model from the view of quality protection. The behavior of members of the supply chain is as follows: the farmers’ willingness to supply high-quality agri-foods increases with the increase in the consumers’ consciousness of their rights and the government’s supervision intensity. The “experience deviation” phenomenon also occurs when a new e-business makes a decision about its quality inspection behavior in this e-supply chain where the quality information is traceable. As such, e-business enterprises should reduce their quality inspection behavior based on the increase in the government’s supervision intensity. This happens to be opposite to the traditional experience where quality information is not traceable. This study not only extends the research framework of the novel electronic supply chain, but also provides a certain reference for the subsequent research and e-business practices of fresh produce in developing countries.

scholarly journals Strategic Wholesale Pricing and Commonality Strategy in a Supply Chain with Quality Segmentation

2015 ◽  
Vol 2015 ◽  
pp. 1-13 ◽  
Author(s):  
Tiantian Xu ◽  
Tiaojun Xiao ◽  
Chen Tian
Keyword(s):  
Supply Chain ◽  
Production Cost ◽  
Wholesale Price ◽  
High Quality ◽  
Unit Production Cost ◽  
Pricing Decision ◽  
First Mover Advantage ◽  
The Common ◽  
Wholesale Pricing

We develop two game models of a one-supplier and one-manufacturer supply chain to investigate the supplier’s strategic wholesale pricing decision and the manufacturer’s commonality strategy. The manufacturer has three commonality strategies for the high-end and low-end products: common high-quality component, common low-quality component, and dedicated components. We consider both wholesale price first scenario and commonality strategy first scenario. Under the wholesale price first scenario, we identify the range of each commonality strategy and find that (i) the common low-quality component strategy is harmful to the supplier; (ii) if the quality of low-quality component and the unit production cost of high-quality component are sufficiently low, the supplier induces the common high-quality component strategy by strategically decreasing the unit wholesale price of high-quality component, while if they are sufficiently high, the supplier induces the dedicated components strategy by increasing the unit wholesale price of high-quality component and decreasing that of low-quality one. Under the commonality strategy first scenario, the common low-quality component strategy may exist. By comparing the two scenarios, we find that (i) if the unit production cost of low-quality component is medium, the equilibrium outcomes under both scenarios are identical; (ii) there exists a first-mover advantage for the two players.

scholarly journals SUPPLIER FAIRNESS PERCEPTION AS A MEDIATING FACTOR IN THE SUPPLIER ROLE PERFORMANCE—THE RELATIONSHIP QUALITY OF SUPPLY CHAIN

2021 ◽  
Author(s):  
YU-LING SUN ◽  
YI-DI LI ◽  
HONG WANG
Keyword(s):  
Supply Chain ◽  
Relationship Quality ◽  
Positive Impact ◽  
Agricultural Product ◽  
Role Performance ◽  
Fairness Perception ◽  
Related Data ◽  
Quality Of Supply ◽  
The Relationship

Suppliers play an important role in the agricultural product supply chain and their behavior could influence significantly relationship quality of supply chain. However, the role performance of agricultural product suppliers is usually ignored, which affects the decision-making establishment of relationship quality among supply chain members. In addition, fairness perception by agricultural product suppliers will also affect the quality of supply chain relationships. This work takes the agricultural product supply chain as the research object and investigates how the supplier role performance affects the relationship quality of supply chain. An empirical study is conducted through questionnaire-related data based on the model. The research results show that supplier role performance has a significant positive effect on the relationship quality, and the distributive fairness of supplier has a significant intermediary effect on both supplier role performance and relationship quality of the supply chain. In addition, price satisfaction has a positive impact on commitments when considering the fairness perception of suppliers.

scholarly journals The influence of environmental uncertainty, organizational structure and distribution network competence on the quality of supply chain management information systems

2021 ◽  
pp. 116-124
Author(s):  
Widia Astuty ◽  
Fajar Pasaribu ◽  
Sri Rahayu ◽  
Azwansyah Habibie
Keyword(s):  
Supply Chain ◽  
Information Systems ◽  
Supply Chain Management ◽  
Organizational Structure ◽  
Distribution Network ◽  
Manufacturing Companies ◽  
Chain Management ◽  
Quality Of Supply ◽  
Network Competence

This study aims to find empirical evidence regarding the factors that affect the quality of information systems and the quality of supply chain management as seen from the environmental uncertainty of the organizational structure and the distribution network competence in manufacturing companies in Medan, Indonesia. The research method used is quantitative and verification that aims to determine the relationship between variables through a hypothesis testing. The data used are primary data using a questionnaire aimed at functional managers of marketing managers and production managers with a Likert scale. The study uses a sampling technique through a census of the entire population as a unit of analysis as many as 206 managers spread across 103 manufacturing companies in the city of Medan. Data analysis was performed through multiple linear regression analysis. The results showed that environmental uncertainty, organizational structure, and distribution network competence partially and simultaneously affected the quality of supply chain management information systems in manufacturing companies.

Measuring Service Quality of Supply Chain with SERVQUAL

2013 ◽  
Vol 12 (16) ◽  
pp. 3785-3787
Author(s):  
Songtao Zhang ◽  
Yanting Hou
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Quality Of Supply
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