Supply Chain Service Quality Improvement by E-marketplace Automation

Dragan Čišić,Tanja Poletan Jugović,Roman Gumzej

doi:10.7307/ptt.v31i2.3042

Dragan Čišić, Tanja Poletan Jugović + Show 1 more

Open Access

https://doi.org/10.7307/ptt.v31i2.3042

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Abstract

E-marketplaces have become an essential part of e-commerce. In our research, a decentralized agent-based e-marketplace platform was devised. Although there are significant agent-based supply chain models in the literature, measuring quality performance using agents is still a subject of investigation. In order to improve overall supply chain service quality by allowing companies' agents to evaluate the service quality of their partners through the history of their transactions, this article proposes a service quality agent model. The model is designed using MCDM tools to suit different approaches to supply chain management. Consequently, since more informed procurement decisions are taking place continuously and autonomously at each node of a supply chain, supply chain service quality is being improved along the whole supply chain. At the end, the service quality valuation model of the supply chain is empirically evaluated.

Highlights

There is a wide consensus on the fact that it is not enough to improve the efficiency of an organization only internally, but it is necessary to consider the competitiveness and efficiency of their whole supply chain [1]
We introduce the q as a 4-tuple of service quality indicators (C, T, D, P) representing service quality on every link between a chosen pair of the supply chain nodes
In supply chain management two approaches to service transformation in the digital era can be observed for efficient, service quality-oriented supply chain management: 1) Centralized e-marketplace web portals, combining demand and supply in a temporally and spatially shared repository; 2) Decentralized, agent-based e-marketplaces with a yellow-page dictionary service and distributed network of temporally and spatially distributed agents of supply chain partners

Summary

Introduction

There is a wide consensus on the fact that it is not enough to improve the efficiency of an organization only internally, but it is necessary to consider the competitiveness and efficiency of their whole supply chain [1]. Performance measurement and optimization play a vital role in improving the competitiveness of supply chains [2]. There has been a growing recognition of the importance of building relationships with customers for improvements in profitability, as well as serviceability and reduced costs throughout the supply chain [3]. Its proven relationship with improving business performance by lowering costs, increasing customer satisfaction, achieving customer loyalty and increasing profitability has further motivated both researchers and practitioners to explore this area

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