Service Quality in Indian SMEs: Developing a Dual Directional Scale at Supplier-Manufacturer Dyad

摘要

This paper investigates the role played by service quality at supplier-manufacturer dyad in small-medium manufacturing units and presents a model to establish that contribution of both the supplier and manufacturer towards service quality leads to satisfaction followed by loyalty. The research process for this study comprises a literature survey in conjunction with exploratory interviews with practitioners, and a structured interview schedule conducted with 120 respondents working in different small-medium manufacturing units in North India. SME has been employed for analysing the data thus collected. The paper has developed dual directional scales to evaluate service quality at supplier-manufacturer dyad and has also tested a set of four propositions. A model showing linkages of manufacturer (manufacturing unit's) service quality with supplier unit's service quality leading to satisfaction and loyalty is finally developed. The model is empirically tested and is found to be fit. This study would be of interest to SME managers particularly engaged in 'purchase' function and researchers working on inter-firm supply chains in such units. This study recommends forming strong collaborative relationships with suppliers to achieve a win-win situation.