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Service Quality in Supply Chain: A Case of Indian Automotive Industry

Service Quality in Supply Chain: A Case of Indian Automotive Industry

Asad Ullah, Mohd. Adil
Copyright: © 2016 |Pages: 14
ISBN13: 9781466697959|ISBN10: 1466697954|EISBN13: 9781466697966
DOI: 10.4018/978-1-4666-9795-9.ch012
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MLA

Ullah, Asad, and Mohd. Adil. "Service Quality in Supply Chain: A Case of Indian Automotive Industry." Innovative Solutions for Implementing Global Supply Chains in Emerging Markets, edited by Ashish Dwivedi, IGI Global, 2016, pp. 173-186. https://doi.org/10.4018/978-1-4666-9795-9.ch012

APA

Ullah, A. & Adil, M. (2016). Service Quality in Supply Chain: A Case of Indian Automotive Industry. In A. Dwivedi (Ed.), Innovative Solutions for Implementing Global Supply Chains in Emerging Markets (pp. 173-186). IGI Global. https://doi.org/10.4018/978-1-4666-9795-9.ch012

Chicago

Ullah, Asad, and Mohd. Adil. "Service Quality in Supply Chain: A Case of Indian Automotive Industry." In Innovative Solutions for Implementing Global Supply Chains in Emerging Markets, edited by Ashish Dwivedi, 173-186. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-4666-9795-9.ch012

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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.

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