Abstract
Nowadays, the objective of achieving customer satisfaction has become more and more important in order to maintain organization’s competitive advantage within its industry. This study aims to identify the supplier’s performance focuses on the service quality present provided to retailers. The independent variables for this study include reliability, responsiveness, assurance, empathy, tangible and consistency. This study was conducted among retailers in Taman Connaught, Cheras and the interview questionnaires were distributed to 5 respondents to test the degree of satisfaction in terms of the five components of service quality and consistency. The collected data was analyzed by classified the respondents into respective groups namely “satisfied retailers” and “dissatisfied retailers”. This study provides several constructive recommendations to the suppliers to improve their performance such as create a commitment, track mistakes, invest in training and development and organize quality circles.
Highlights
Chain management (SCM) mainly revolves between suppliers and customers, when suppliers form an efficient relationship with retailers, both parties will suffer individual loss such as delayed in delivery of goods and restock inventory [1]
Based on the supply chain research done by Westbrook and Frohlich (2001), they explained that in supply chain, if the level of integration between supplier and customer is high, there will be more possibilities of gaining potential benefits
The qualitative methodology was utilized to evaluate the correlation between the independent variable which are the five components of service quality and an additional component of consistency and the dependent variable
Summary
Chain management (SCM) mainly revolves between suppliers and customers (retailers), when suppliers form an efficient relationship with retailers, both parties will suffer individual loss such as delayed in delivery of goods and restock inventory [1]. Based on the supply chain research done by Westbrook and Frohlich (2001), they explained that in supply chain, if the level of integration between supplier and customer is high, there will be more possibilities of gaining potential benefits. This includes better co-ordination between supplier and customer, waste reduction, reduction in uncertainty and variability that will lead to greater efficiency along with faster delivery performance [2]. The ‘best suppliers’ will have good relationship with their customers It is imperative to have a systematic and objective supplier selection method and this need to be followed by a supplier evaluation process [3, 4]
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