The Effect of IT Service Quality Attributes on Supply Chain Management and Performance

Authors: Narasimhaiah Gorla, Annibal Scavarda

Abstract:

Nowadays, where most of the leading economies are service oriented and e-business is being widely used for their management, supply chain management has become one of the most studied and practiced fields. Quality has an important role on today-s business processes, so it is important to understand the impact of IT service quality on the performance of supply chains. This paper will start by analyzing the Supply Chain Operations Reference (SCOR) model and each of its five activities: Plan, Source, Make, Delivery, and Return. This article proposes a framework for analyzing Effect of IT Service Quality on Supply Chain Performance. Using the proposed framework, hypotheses are framed for the direct effect of IT service quality on Supply Chain Performance and its indirect effect through effective Supply Chain Management. The framework will be validated empirically based on the surveys of executives of various organizations and statistical analyses of the data collected.

Keywords: IT service quality, SCOR model, Supply Chain Management, Supply Chain Performance

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1057391

References:

[1] F. Chan, H. Chan, H.Lau, H. and R. Ip (2006). An AHP approach in benchmarking logistics performance of the postal industry. Benchmarking: An International Journal, 13(6), 636-61.
[2] T. Guimaraes, D. Cook, N. Natarajan (2002). Exploring the importance of business clockspeed as a moderator for determinants of supplier network performance. Decision Sciences, 33 (4),629-644.
[3] A.K. Chatfield, P. Yetton (2000). Strategic payoff from EDI as a function of EDI embeddedness. Journal of Management Information Systems, 16 (4), 195-224.
[4] F. Lin, S. Huang, S. Lin (2002). Effects of information sharing on supply chain performance in electronic commerce. IEEE Transactions on Engineering Management, 49 (3), 258-268.
[5] T. Gulledge, T. Chavusholu (2008). Automating the construction of supply chain key performance indicators. Industrial Management & Data Systems, 108 (6), 750-774.
[6] T.A. Byrd, N.W. Davidson. (2003). Examining possible antecedents of IT impact on the supply chain and its effect on firm performance. Information & Management, 41 (2), 243-256.
[7] N.R. Sanders, R. Premus (2002). IT applications in supply chain organizations: a link between competitive priorities and organizational benefits. Journal of Business Logistics, 23 (1), 65-83.
[8] J.L. Kent, J.T. Mentzer (2003). The effect of investment in interorganizational information technology in a retail supply chain. Journal of Business Logistics, 24 (2), 155-175.
[9] N. Gorla, T.M. Somers, B. Wong (2010). Organizational impact of system quality, information quality, and service quality. Journal of Strategic Information Systems, (19), 207-228.
[10] D.M. Lambert, M. C. Cooper (2000). Issues in Supply Chain Management. Industrial Marketing Management, (29), 65-83.
[11] CSCMP (2004), Supply Chain Management Process Standards, Council of Supply Chain Management Professionals, Oak Brook, IL
[12] C.R. Matthews (2006). Linking the supply chain to TQM. Quality Progress, 39 (11), 29-36.
[13] L. Li, Q. Su, X. Chen (2010). Ensuring supply chain quality performance through applying the SCOR model. International Journal of Production Research, 49(1), 33-57.
[14] C-H. Liu (2009). The effect of quality management system on supply chain performance: am empirical study in Taiwan. International Journal of Management, 26(2), 285-295.
[15] D.M. Lambert, S.J. García-Dastugue, K.L. Croxton, K.L., 2005. An evaluation of process-oriented supply chain management framework. Journal of Business Logistics, 26 (1), 25-52.
[16] A.Parasuraman, V.A. Zeithaml, L.L.Berry (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
[17] V.A. Zeithaml, L.L.Berry, A. Parasuraman (1993). The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1), 1-12.
[18] W.J. Kettinger, C.C. Lee (2005). Zone of Tolerance: Alternative Scales for Measuring Information Systems Service Quality. MIS Quarterly. 29(4), 607-623.
[19] L.R. Vijayasarathy (2010). An investigation of moderators of the link between technology use in the supply chain and supply chain performance. Information & Management, (47), 364-371
[20] T. Mukhopadhyay, S.Kerke, S.Kalathur (1995). Business value of information technology: a study of electronic data interchange. MIS Quarterly, 19(2), 137-156.
[21] A.Gunasekharan, E.W.T. Ngai (2004). Information systems in supply chain integration and management. European Journal of Operational Research, (159), 269-295.
[22] P. Trkman, K.McCormic, M.P.V.de Oliveira, M.B. Ladeira (2010). The impact of business analytics on supply chain performance. Decision Support Systems, (49), 318-327
[23] J.W. Overby, S.Min (2001). International supply chain management in an Internet environment. International Marketing Review, 18(4), 392- 420.
[24] J.T.W. Damen (2001). Service-controlled agile logistics.Logistics. Information Management, 14(3),185-195