IE-49 - YMCA University of Science & Technology, Faridabad

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Proceedings of the National Conference on Trends and Advances in Mechanical Engineering, YMCA University of Science & Technology, Faridabad, Haryana, Oct 19-20, 2012 Figure 2. Proposed service quality model for supply chain Poor Quality of Service: Lack of trust in goods and services from supply chain, reduced wages of employees, increase employees turnover are some cause for poor quality of services. Due to poor quality organization may lose market share & profit. Demographic: Generally most of the products or services are designed as per the customer characteristics & requirements. Age, sex, income of family etc. affect the product/ services utmost. Uncertainty: When product does not deliver on time, it loses the faith of customer in organization. This uncertainty may be due to non availability of transport, road conditions, Traffic jam etc. Labor union: More interference of labor union in day-to-day work may results more strike or less production per day which may looses confidence of supply chain in organization. The reason for interference may be more salary requirement due to high inflation, working hour, safety features etc. Socio-cultural: Caste, religion, family, locality etc. affect the future of some supply chains as some products or services like Jewellery items, Food chain etc may not be acceptable for a particular religion/area, e.g. McDonald prepared veg. burger first time in India Economic: Many times Profitability, less sale price, GDP, WTO implication etc. affects the entire supply chain operation. Many times outsourcing may favor economic conditions. Finance problem: During the death of technology/ product/ service organization looses the market share which result in increased inventory and reduces profit. It is better to change or adopt the new technology/ product or service during the death time. 956
Proceedings of the National Conference on Trends and Advances in Mechanical Engineering, YMCA University of Science & Technology, Faridabad, Haryana, Oct 19-20, 2012 Table 1. Gap amongst Supply Chain Echelons Sr. No. Gap Type Between 1 Gap 1F Forward Supplier and Organization 2 Gap 1R Reverse Organization and Supplier 3 Gap2F Forward Organization and Distributor 4 Gap 2R Reverse Distributor and Organization 5 Gap 3F Forward Distributor and Retailer 6 Gap 3R Reverse Retailer and Distributor 7 Gap 4F Forward Retailer and Customer 8 Gap 4R Reverse Customer and Retailer Conclusion The model proposed is an attempt to measure the service quality in supply chain considers the unidirectional and bidirectional gaps, their interdependence and may be interrelationship. This paper also indicates that dissatisfy customers affect whole supply chain. This paper may be considered as an attempt to enlighten the specific gaps in SQSC and will help researchers and practitioners to find the gap in their supply chain and to increase the efficiency of their supply chain though there is a need for empirical validation of the model and need for further study to check whether these gaps vary with functional responsibilities or products of different industries. References Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), “SERVQUAL revisited: a critical review of service quality”, The Journal of Services Marketing, Vol. 10, No. 6, pp. 62-81. Bitner, M.J., Booms, B.H. and Tetreault, M.S., (1990), “the service encounter: diagnosing favorable and unfavorable incidents:. Journal of marketing, Vol 54, No. 1, pp 71-84 Christopher, M. (1992), “Logistics and supply chain management”, Pitman publishing, London. Davis, T.R.V., “Satisfying internal customers: The link to external customer satisfaction”, planning review, vol.20 no.1, (1992), pp.34-37. Ghobadian, Abby (1993), “Service quality: concepts & models”, International Journal of Quality & Reliability Management, Vol. 11, No. 9, 1994, pp. 43-66. Grönroos, C. (1984), “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 18 No. 4, pp. 36-44. Gupta, Tarun K., & Singh, Vikram (2012) “Service Quality in Supply Chain: A Review” International Journal of Engineering & Technology, Vol. 2, No. 8, pp. 1395-1404. Mohanty,R.P., and Deshmukh, S.G., Use of analytic hierarchical process for evaluating sources of supply, international journal of physical distribution and logistics management, vol.23, No.3, (1993), pp.26-38. Negal, P. and Cillier, W, “Customer satisfaction: A comprehensive approach”, International Journal of Physical Distribution and Logistics Management, Vol.20, No.6, (1990), pp2-46. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 3, pp. 41-50. Seth, Nitin, Deshmukh, S.G. and Vrat, Prem (2006), “A frame work for measurement of quality of service in supply chains”, Supply Chain Management: An International Journal, Vol. 11 No. 1, pp 82-94. Seth, N., Deshmukh, S.G. and Vrat, P. (2006), “SSQSC: a tool to measure supplier service quality in supply chain”, Production Planning & Control, Vol. 17, No. 5, pp 448-63. Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1997), “Retail service quality and perceived value”, Journal of Consumer Services, Vol. 4 No. 1, pp. 39-48. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988), “Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52 No. 2, pp. 35-48. 957
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