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- 검색키워드
- 저자 : Le Thi Phuong Thanh (검색결과 1 건)
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Le Thi Phuong Thanh 인하대학교 물류전문대학원 2020 국내박사
Service quality is one of the significant measurement tools for firms to understand consumers’ needs and analyzing the customers’ satisfaction with the services provided. Nowadays, textile industry plays a critical role in the economy of many developing countries. Failure or unreliability of services can significantly influence customers and create in their dissatisfaction. In addition, Vietnam’s textile and apparel sector has seen fast and sustainable growth over the past years, playing an important role in national socio-economic development. The export value of textile and garment products in recent years has been ranking number two in the country’s total export revenue. In this scenario, an attempt was made to examine the service quality at the manufacturer – distributor interface of the textile supply chain and provide clear directions for optimizing of service quality in enterprises. However, what constitutes service quality in the textile supply chain and its influence on the satisfaction and loyalty has not been well investigated. So in this study also examines the role played by service quality at manufacturer-distributors dyad in the textile supply chain, and shows a model to establish that contribution between the manufacturer and the distributors towards service quality could create to satisfaction and loyalty. In the first stage, a sample of 144 distributors from Small and Medium Enterprises (SMEs) in major regions of South Vietnam were selected. Exploratory Factor Analysis was used to identify the critical factors of service quality. This research applies a data envelopment analysis (DEA) approach to calculating the overall service quality and benchmarking while measuring the service quality with SERVPERF. Dealing with the five dimensions of SERVPERF as outputs, the suggested approach utilizes DEA as a tool for multi - criteria decision- making (MCDM), particularly the purely output DEA model without inputs. Since DEA examines the relative efficiency of decision making units (DMUs) and defines a collection of corresponding efficient DMUs that can be used as optimizing for improving of inefficiency DMUs. Following a literature review, a conceptual model of service quality in the textile supply chain its influence on satisfaction and loyalty is proposed at the second stage of dissertation. The model was combined the first survey and second survey from distributors and manufacturers. Structural equation modeling (SEM) was conducted to confirm the service quality dimension and to show linkages of manufacturer’ logistics service quality with distributors leading to their satisfaction and loyalty is also developed, and reverse flow was conducted too. The findings of measuring the service quality in supply chain shed valuable insights on measures and critical underlying dimensions of service quality in the context of supply chain in the textile industry, specifically from the distributor perspective. The result also gave the best performer in textile SMEs and set the benchmarking guideline within each group among SEMs. This study identified the relationship between SERVPERF-Service quality and DEA-Service quality. Base on the result of DEA-SQ to improve the service quality within a group for inefficiency DMUs. The result of analysis on the relationship among logistics service quality, satisfaction and loyalty between manufacturer and distributor has provided important insights into logistics service quality and satisfaction in the textile industry. The study would be of interest to SMEs managers to improve the service quality and achieve a win-win situation with their distributors in the textile supply chain. In summary, in two-stage of research, the results not only came out the measuring in logistics service quality but also demonstrated the relationship among the logistics service quality, satisfaction and loyalty at manufacturers-distributors dyad.
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