Framework for measurement of supplier satisfaction

Hudnurkar, Manoj; Ambekar, Suhas Suresh

doi:10.1108/ijppm-09-2018-0336

Cited by 18 publications

(11 citation statements)

References 34 publications

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“…This model, with 36 enablers, is quite comprehensive but is nonetheless very focussed on production aspects (having its origins in the automotive industry). From the same context, an alternative model of supplier satisfaction has recently been proposed (Hudnurkar and Ambekar, 2019a). On the other hand, the model by Glas (2018) focusses only on a small set of three quite similar antecedents to supplier satisfaction.…”

Section: Preferred Customership: Benefits Theory and Evidencementioning

confidence: 99%

Comparing public and private organisations in their quest to become a preferred customer of suppliers

Schiele

2020

JOPP

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Purpose In industrial procurement, the concept of supplier satisfaction has gained increasing attention. Satisfied suppliers have been found to provide better prices, more innovations and priority in bottleneck situations. This paper aims to analyses in how far the concept of supplier satisfaction can be transferred to the public procurement domain. Design/methodology/approach Two large quantitative data sets are compared, one from a sample of suppliers evaluating their industrial clients, the other from a public customer being evaluated by its suppliers. Findings The same criteria which explain supplier satisfaction with its customer, which are relevant in the private and industrial case also hold true for the public case, namely, growth opportunity, profitability, relational behaviour and operative excellence are important criteria for distinction. Only relational behaviour by the customer scored significantly higher in the public sample, indicating that this is more an influencing factor for public organisations. Research limitations/implications Showing the relevance of supplier satisfaction also for the public domain paves the way to further research better understanding how to measure satisfaction and how to increase suppliers’ satisfaction. Practical implications Buying organisations are asked to apply a form of “upstream marketing”, in which they actively try to promote their organisation with their suppliers and increase its attractiveness. This is a new way to get access to better services from suppliers. Social implications Analysing supplier satisfaction, on the one hand, allows to improve public purchasing acts, which generate social benefits in better using public money. On the other hand, caring for the well-being of suppliers is per se contributing to a socially more desirable world. Originality/value Supplier satisfaction is a new concept in the public procurement domain. This is the first paper to introduce this approach.

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Section: Preferred Customership: Benefits Theory and Evidencementioning

confidence: 99%

Comparing public and private organisations in their quest to become a preferred customer of suppliers

Schiele

2020

JOPP

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“…First, it contributes on satisfaction in business-to-business relationships from a seller's perspective. There are significant gaps in the business-to-business relationship literature emanating from the fact that many studies focus on the buyers and not on the sellers' (Pulles et al, 2016;Hudnurkar, and Ambekar, 2019). By focusing on the seller, this study contributes to theory building in this important area of research.…”

Section: Introductionmentioning

confidence: 97%

A seller perspective on economic and non-economic satisfaction as precursors to formalisation, specific investments and dependence in business relationships

Høgevold

Svensson

Mpinganjira

2021

IJPDLM

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PurposeSeen from the seller's point of view, this study examines economic and non-economic satisfaction as distinct conceptual variables, and tests how the constructs relate to each other and to the business transactional cost variables of formalisation, specific investments and dependence.Design/methodology/approachData was collected from 213 key informants from Norwegian companies involved in business-to-business marketing. Structural equation modelling was used to test the posited hypotheses.FindingsThe findings show that sellers' economic satisfaction exerts a positive influence on non-economic satisfaction and on formalisation, while its posited influence on specific investments was not found to be significant. Formalisation was, however, not significantly influenced by seller non-economic satisfaction. Specific investment was positively influenced by seller non-economic satisfaction. The influence of formalisation on specific investments and dependence was significant. Specific investments were also found to be positively influenced by dependence.Research limitations/implicationsThe study reveals the importance of assessing both economic and non-economic satisfaction in trying to understand sellers' behaviour in business-to-business markets.Practical implicationsThe findings show the need for managers to ensure economic satisfaction, as its affects non-economic satisfaction.Originality/valueThis study contributes to a better understanding of satisfaction in business-to-business exchange relationships and its relationship with transactional cost constructs based on a seller's perspective.

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“…The GTMA is more suitable when one has to deal with both, quantitative and qualitative factors. This method helps in establishing the direct associations among factors and at the same time also considers interdependencies among them (Jain and Raj, 2016; Hudnurkar and Ambekar, 2019). The way of representation and quantification of this method is very simple and unique.…”

Section: Case Illustrationmentioning

confidence: 99%

Developing human resource for the digitization of logistics operations: readiness index framework

Gupta

Singh

Gupta

2021

IJM

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PurposeThe purpose of this study is to identify factors that are important for logistics organizations from the perspective of manpower readiness for digitization of logistics operations. The study also prioritizes the identified factors and also evaluates the readiness index of manpower for the digitalization of logistics processes.Design/methodology/approachThe factors for manpower readiness are identified through literature review and analysis of a case study. Three major categories of factors are identified. These are organizational, behavioural and technological factors. Under these three major categories of factors, 18 sub-factors are identified. Thereafter, with experts' inputs, the factors are prioritized using Fuzzy analytic hierarchy process (AHP). Further, a case illustration of an Indian logistics company has been taken to understand the current processes, technical capabilities, manpower skills and organization culture. After the case analysis and expert inputs, the manpower readiness index has been evaluated by using graph theory matrix approach (GTMA).FindingsThe prioritization of manpower readiness factors has been done using Fuzzy AHP. Organizational factors are found to be the most important factors which require quick attention. Sub-factors that are most important for building competencies in the logistics sector are providing the right training on functional skill development (0.129), top management support and commitment for digitalization (0.117), and organizational culture for process digitalization (0.114), etc. Finally, framework for evaluation of manpower readiness index for logistics operations in the digital age has been illustrated for a case company.Practical implicationsIndian logistics companies can benchmark their readiness index with respect to the best in the industry. Based on the readiness index, logistics companies can analyse their position, gaps from best and worst and can also identify potential areas for improvement.Originality/valueThe novelty of the study lies in the development of a framework for manpower readiness for digitalization in the logistics sector. In literature, this field is very less researched and provides the scope for developing strategies for improving manpower competencies for Industry 4.0. Logistics companies can improve their performance by making their manpower ready based on results obtained for readiness index.

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Framework for measurement of supplier satisfaction

Cited by 18 publications

References 34 publications

Comparing public and private organisations in their quest to become a preferred customer of suppliers

Comparing public and private organisations in their quest to become a preferred customer of suppliers

A seller perspective on economic and non-economic satisfaction as precursors to formalisation, specific investments and dependence in business relationships

Developing human resource for the digitization of logistics operations: readiness index framework

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