Word Files
Reference for Downloading Educational Files
  2. Management
  3. Investigating the quality of two-way services between the producer and the supplier in Shiraz Narges vegetable oil company

Investigating the quality of two-way services between the producer and the supplier in Shiraz Narges vegetable oil company

Number of pages: 170 File Format: word File Code: 31257
Year: 2013 University Degree: Master's degree Category: Management
Tags/Keywords: Industrial management - Interpretive structural equations - Manufacturer - Production management - Quality of service - Supplier - supply chain - Two-way service quality
  • Part of the Content
  • Contents & Resources

  • Summary of Investigating the quality of two-way services between the producer and the supplier in Shiraz Narges vegetable oil company

    Master's Thesis in Industrial Management - Production Orientation

    Abstract

    The purpose of this research is to investigate the quality of two-way services between producers and suppliers in Shiraz Narges vegetable oil company. It is practical in terms of purpose and survey-analytical in nature. To achieve the purpose of the research, Narges Shiraz vegetable oil company and its suppliers were selected for sociostatistics. The statistical sample in this research includes: 10 suppliers of vegetable oil company and 60 managers (30 managers and purchase experts of Narges Shiraz vegetable oil company and 30 managers and sales experts of suppliers). A questionnaire was used to collect information. After identifying the primary variables of service quality gaps, using one-sample t-test, important variables were selected, and then research hypotheses were tested in the direct and inverse gap model. The results showed that in the direct gap model, the gap between the expected performance of the producer and its received performance, the gap between the expected performance of the producer and the inference of the supplier managers from the expectations of the producer, and the gap between the actual performance of the supplier and the received performance of the producer were significant, and in the reverse gap model, only the gap between the expected performance of the supplier and its received performance were significant. After prioritizing the variables within the gaps using Shannon's entropy method, determining the relationships between the gaps using structural-interpretive equations.

    Key words: service quality, supply chain, interpretive structural equations, producer, supplier

    Chapter 1

    Overview

    1-1- Introduction

    For several decades, service quality has been a main field of interest. is The relationship between service quality and business performance, cost reduction, customer satisfaction, customer loyalty, and profitability has been proven (Ali Mohammadlou et al., 2019: 24). Although service quality has been examined by many researchers from different perspectives in the past, most of these studies emphasized on service organizations and did not pay attention to the supply chain. Nix showed that there is a general agreement about the importance of service quality in the supply chain, but this issue has been less investigated and researched (Ali Mohammadlou et al., 2019: 25). Seth et al.[1] state that there is a need for deeper and more comprehensive studies in all operations related to the delivery of goods and services (Seth et al., 2006: 571).

    A significant number of suppliers evaluate their performance only with their goals. Mentzer [2], (1999). Stock and Lambert[3] (1992) found that industry performance is lower than customer expectations. Also, Lambert et al.[4] (1990) and Hopkins[5] et al.(1993) realized that there is a gap between the expectations of customers and their perception of the performance of suppliers (Alimohamdalo, 1389: 24).

    Customers or service recipients evaluate the quality by comparing their expectations and perceptions of the services received, and on the other hand, often between the management's perception of the perceptions and expectations of the service recipients and their actual perceptions and expectations. There is no fit. This causes damage to the quality of the service, which causes the service performance to not meet the expectations of customers, and thus a quality gap arises.

    1-2- Research problem:

    In the current environment where the global economy is changing rapidly, the pressure on organizations to find new ways to create value for customers through the supply chain is increasing. Organizations have come to the conclusion that in order to increase and improve profitability and reduce costs in the supply chain, they must strengthen their relationships with customers (Ali Mohammadlou et al., 2013: 2).

    To understand the concept of service quality in the supply chain, you can examine the results of low service quality, some of these results are shown in Figure 1-1.

    (Images are available in the main file)

    In supply chain articles, it is clear that service quality affects all businesses. Seth et al. [6] state that there is a need to conduct deeper and more comprehensive studies in all operations related to the delivery of goods and services (Seth et al., 2006: 571).

    Loss of market share, inability to retain customers, and as a result, reduction in sales and profits of the company are among the major problems that occur due to the lack of service quality.. In a way that questions the company's existential philosophy and makes it face various challenges.

    In today's world, survival is difficult for companies that operate separately from suppliers and other business partners. Since Shiraz vegetable oil company is always looking for the satisfaction and loyalty of its customers and providing its products and services with better quality and cheaper. The managers of the company came to the conclusion that they cannot handle this alone. Therefore, they should cooperate with the best organizations in the relevant industry and in the form of a supply chain based on a principle of partnership. In the supply chain, just as the manufacturer expects from the supplier, the supplier also has expectations from the manufacturer and what will improve the performance of the supply chain. Knowing the expectations of the elements of the supply chain and trying to meet them, in this case, the main goal of the supply chain, which is the satisfaction of the final customer, will be followed. Knowing the producer's perception and expectations from the supplier makes the producer's managers have a better understanding of the supplier's expectations and take this knowledge and perception into account in formulating and implementing their plans, and finally the producer fulfills his promises in the best way, all these processes must be done in supplier companies. By doing this process, the quality of service between the manufacturer and the supplier will be improved and will lead to the achievement of the main goal of the supply chain, which is the ultimate customer satisfaction. The main purpose of this research is to explain the two-way services between the producer and the supplier in the Shiraz vegetable oil company. It is also an explanation of the direct and reverse gap models (in the direct gap, we will examine the gaps in the direction of the physical movement of the goods, that is, from the supplier to the producer, and in the reverse gap, we will examine the gaps in the opposite direction of the physical movement of the goods, that is, from the producer to the supplier). In this highly competitive environment, the key to a sustainable competitive advantage is in providing high quality services, which will ultimately increase the final customer satisfaction. The relationships between service quality and business performance, cost reduction, customer satisfaction and profitability have been proven for researchers (Anwari et al., 2014: 54).

    The basic step to determine the gap is to know the customer's perception and expectation of service quality. In this case, not only the conscious prioritization and allocation of strategic resources will be facilitated, but also a basis will be provided to improve the quality of the services provided and to provide the satisfaction of service recipients and encourage them to receive services more than before (Creedy Dis [7], 2001: 412).

    In recent years, the profitability of the vegetable oil company has decreased by 22.59% and the company's expenses have increased by 17%, as well as customer complaints to The amount increased by 7%, which shows the decrease in their satisfaction and loyalty towards the company. The decrease in employee wages by 5% and poor coordination with suppliers and their weak motivation to establish a relationship with the vegetable oil company were the reasons for creating motivation to investigate the quality of services between the vegetable oil company and its suppliers. Although service quality has been examined by many researchers from different perspectives in the past, they mostly emphasized on service organizations and did not emphasize much on the supply chain.

  • Contents & References of Investigating the quality of two-way services between the producer and the supplier in Shiraz Narges vegetable oil company

    List:

    The first chapter. 1

    General. 2

    1-1- Introduction. 2

    1-2- Research problem. 3

    1-3- The importance of research. 5

    1-4- research objectives. 6

    1-5- Research questions. 7

    1-6- research limitations. 7

    1-7- key words of research. 8

    The second chapter. 9

    Research literature and background. 10

    2-1- Introduction. 10

    2-2- Quality of service. 10

    2-2-1- Definition of quality. 10

    2-2-2- Definition of service. 13

    2-2-3- Service quality. 16

    2-2-4- service quality gap model. 17

    2-2-5- service quality gaps. 19

    2-2-6- service quality measurement models. 22

    2-2-6-1- Seroproof model. 22

    2-2-6-2- Importance-performance analysis method. 23

    2-2-6-3- Perceptions-expectations-importance model. 23

    2-2-6-4- Seroqual model. 24

    2-3- supply chain. 25

    2-3-1- Definition of supply chain. 26

    2-3-2- supply chain management. 28

    2-3-2-1- The history of supply chain management. 28

    2-3-2-2- The concept of supply chain management. 29

    2-3-2-3- components of supply chain management. 30

    2-3-2-4- elements of supply chain management. 33

    2-3- Service quality in the supply chain. 35

    2-4- Experimental background. 36

    2-4-1- The empirical background of service quality in the supply chain outside of Iran. 36

    2-4-2- The empirical background of service quality in the supply chain in Iran. 40

    2-5- primary variables of service quality in the supply chain. 44

    The third chapter. 47

    Research method. 48

    3-1- Introduction. 48

    3-2- Research method. 48

    3-3- The theoretical model of research. 49

    3-3-1- Research model. 50

    3-4- Research hypotheses. 52

    3-5- Statistical population. 53

    3-6- Information gathering method. 54

    3-7- Information gathering tool. 54

    3-7-1- Questionnaire and its implementation. 55

    3-7-2- Narrative. 56

    3-7-3- Reliability. 58

    3-8- Analysis tool. 60

    3-8-1- Kolmogorov-Smirnov test. 61

    3-8-2- single sample t test. 61

    3-8-3- Test of paired comparisons. 62

    3-8-4- Wilcoxon test. 63

    3-8-5- Shannon entropy technique. 65

    3-8-6- Interpretive-structural modeling (ISM) 66

    3-8-6-1- Determining the variables used in the model. 66

    3-8-6-2- Obtaining the structural matrix of internal relations of variables (SSIM) 67

    3-8-6-3- Obtaining the achievement matrix. 67

    3-8-6-4- adapting the achievement matrix. 68

    3-8-6-5- Determining the level and priority of variables 69

    Chapter four. 70

    Data analysis 71

    4-1- Introduction. 71

    4-2- finalizing indicators for direct and reverse split. 71

    4-3- Test of normality of variables 75

    4-4- Test of research hypotheses. 77

    4-4-1- Testing the hypotheses and findings of the direct gap model F (parametric mode) 78

    4-4-2- Testing the hypotheses and findings of the direct gap model F (non-parametric mode) 95

    4-4-3- Testing the hypotheses and findings of the reverse gap model R (parametric mode) 96

    4-4-4- Testing the hypotheses and the findings of the inverse gap model R (non-parametric mode) 110

    4-5- prioritizing variables in the gaps using Shannon's entropy method. 111

    4-5-1- prioritizing variables in the direct gap model. 111

    4-5-2- prioritization of variables in the reverse gap model. 115

    4-6- Combined gap model. 118

    The fifth chapter. 126

    Discussion and conclusion and proposal. 127

    5-1- Introduction. 127

    5-2- Research findings. 127

    5-3- Practical suggestions according to the research findings. 130

    5-4- Suggestions for future research 131

    Resources. 132

    Persian sources: 133

    Non-Persian sources: 137

    Appendix. 141

    Appendix No. 1-Questionnaire for determining the priority of variables 142

    Appendix No. 2-Questionnaire of manufacturer service quality gaps 147

    Appendix No. 3-Questionnaire of supplier service quality gaps. 151

     

     

    Source:

    Persian sources:

    Ahmadi, Hossein (1384), supply chain management, Iran Industrial Research and Education Center, first edition.

    Azer, Adel and Alimohammadlou, Muslim (1391), "Designing a framework for measuring service quality in the chain.

    Azer, Adel and Alimohammadlou, Muslim (1391), "Designing a framework for measuring service quality in the supply chain", Industrial Management Perspective Quarterly, No. 5, pp. 1-22.

    Azer, Adel and Alimohammadlou, Muslim (1389), "Designing a service quality model in the supply chain: explaining the concept of two-way service quality", Industrial Management Perspective Quarterly, number 32, pp.23-41.

    Azer, Adel and Alimohammadlou, Muslim (2016), "Mathematical model design for inventory management in the supply chain", Modares magazine, volume 11, number 3, pp.1-28.

    Alwani, Mehdi and Riahi, Behrouz (2016), measurement of service quality in the public sector, Iran Industrial Research and Education Center, first edition.

    Anwari Rostami, Aliasghar; Torabi Gudarzi, Maryam and Ali Mohammadlou, Muslim (1384), "A comparative study of the quality of banking services from the perspective of customers and employees". Modares Magazine, No. 42, pp. 53-77.

    Bayzidi, Ibrahim; Oladi, Behnam and Abbasi, Narges (2013), analysis of questionnaire data using spss software, Tehran: Abid Publications, fifth edition.

    Tofiqi, Shahram; Sadeghifar, Jamil; Hamuzadeh, Pejman; Afshari, Saida; Farozanfar, Faizeh and Taqvi Shahri, Seyed Mahmoud (2018), "The quality of educational services from the students' point of view; SERVQUAL model", Education Strategies Quarterly, Volume 4, No. 1, pp. 21-26.

    Heidari Qarabalag, Hadi (2018), "Implementation model of supply chain management in small and medium enterprises", Specialized Parks and Growth Centers Quarterly, No. 17, pp. 43-50. Khaki, Gholamreza (1387), Research Methodology in Management, Tehran: Reflection Publications, third edition. Rahman Sarsht, Hossein and Afsar, Amir (1387), "Effect of Information Sharing on Competitive Strategies and Supply Chain Performance", Information Technology Management Quarterly, Volume 1, Number 1, pp. 37-48. Rahimi, Hassan (1385), Measuring Service Quality Insurance using SERVQUAL scale and rating of insurance service providers using ANP, master thesis, Shiraz University.

    Ranjabr Ezzatabadi, Mohammad Bahrami, Mohammad Amin; Zare Ahmedabadi, Habib; Nasiri, Sohaila, Arab, Masoumeh; Hadizadeh, Farzaneh and Hatami Naseb, Seyed Hassan (2009), "Analysis of the gap between the perceptions and expectations of service recipients using the service quality approach in Afshar Hospital, Yazd", Scientific Research Quarterly of Yazd Health Faculty, 9th year, 2nd and 3rd issue, pp. 75-86.

    Rajbzadeh, Ali; Khadivar, Amina and Kazemi, Abdul Azim (2016), "Investigating the effect of the supply chain model on improving the quality of providing services to customers and compiling the main components", Business Research Quarterly, No. 43, pp. 185-223.

    Rusta, Ahmed; Venus, Davar and Ebrahimi, Abdulhamid (2004). Marketing Management, Tehran: Samit Publishing House, 9th edition. Zarei, Ehsan; Judge Tabatabai, Seyyed Mahmoud; Rahimi Forushani, Abbas; Rashidian, Arash and Arab, Mohammad (2017), "Assessing the quality of hospital services from the patient's perspective: a cross-sectional study in private hospitals in Tehran", Journal of Paramedical Faculty of Tehran University of Medical Sciences, Volume 5, Number 4, pp. 66-76.

    Saeedizadeh, Mojtabi (2017), Assessing the quality of banking services using the SERVQUAL model in Saderat Bank, Master's thesis in Industrial Management, Shiraz University.

    Syed Javadin, Seyyed Reza and Masoud Wakimasi (2008), Service Quality Management, Tehran: Negah Danesh Publications.

    Attarfar, Ali and Morteza Shafiei (2010), "Relationship between Service Quality and Customer Satisfaction", Fourth International Conference on Management.

    Anaitinwinfar, Ali; Yousefi Afarashteh, Majid; Siyami, Leila and Javaheri Daneshmand, Mohammad (2018), "Evaluation of the quality of educational services of Payamnoor University in Hamedan based on the SERQUAL model", Quarterly Journal of Research and Planning in Higher Education, No. 61, pp. 135-151.

    Ghzanfari, Mehdi; Riazi, Afshin and Kazemi, Masoud (2008), "Supply Chain Management", Tadbir Monthly, No. 117.

    Farjam, Saeed and Amini, Mohammad Taghi (2008). "Evaluation of service quality in the public sector (Case study: Hospitals affiliated to Isfahan University of Medical Sciences", Andisheh Management, No. 1, pp. 165-189.

    Faizabadi, Javad (1382), "Introductions to the Supply Chain", Tadbir Magazine, No. 131, p. 49.

    Cutler, Flip and Armstrong, Gary (1377). Marketing Principles, translation, Bahman. Faruzandeh, Amouzeh Publishing.

    Karimi, Mansour (1383), "Investigation and analysis of the dimensions of the quality of services provided to patients referred to hospitals in Yazd province", master's thesis, Yazd University Jihad Institute of Higher Education.

    Lamei, Abolfath (1382), Comprehensive quality management: principles of application and lessons from an experience, Tehran: Talab Novin Publishing House, first edition.

Investigating the quality of two-way services between the producer and the supplier in Shiraz Narges vegetable oil company
How To Access The File
Related Contents:
Number of pages: 285 Category: Management

Industrial Management Doctoral Dissertation, Production and Operations, Abstract: The global automobile industry has grown a lot in recent decades compared to other industries. Every day, the intensity of competition in this industry increases to gain global market share. Iran's automobile industry has also taken effective steps to gain global market share through exports. In ...

Number of pages: 139 Category: Management

Department of Industrial Management Winter 2019 Abstract: The current research is about the mutual effect of supply chain management and customer relationship management in Esfrain Steel Company. In order to answer the research questions

Number of pages: 104 Category: Management

Dissertation for obtaining a master's degree in the field of industrial management, production orientation. Today, business organizations are facing a more complex and competitive environment than in the past. The commercial success of an organization is not only limited to the analysis of the internal situation of that organization, but also includes its supply and distribution ...

Number of pages: 107 Category: Industrial Engineering

Dissertation of Master's Degree in Industrial Engineering – Summer Industries 2013 Abstract A supply chain is a collection of suppliers, manufacturers, and distributors.

Number of pages: 107 Category: Management

Thesis for obtaining a master's degree in the field: business management, specialization: marketing, research abstract in today's organizations, the highest strategic priorities, improving competition and excellence in the supply chain. But not knowing the strengths and weaknesses of the supply chain prevents its improvement. Evaluating supply chain performance provides managers ...

Number of pages: 108 Category: Management

Dissertation for M.A. Abstract industrial tendency in a situation where manufacturing companies are engaged in activities under intense competition, they produce diverse products and sometimes they do not pay attention to the environmental effects of using different materials. This is while the implementation of environmental management practices such as green supply chain ...

Number of pages: 115 Category: Management

Dissertation for receiving Master's Degree (M.A.) Field: Industrial Management (Production Orientation) Summer 1990 Abstract With the current progress of industries, the return and reuse of used products is one of the activities of May.

Number of pages: 117 Category: Industrial Engineering

Master's Thesis M.Sc. Industrial Engineering Industries-Industries trend of academic year 1389-1392 Abstract: With increasing government supervision and the increasing attention of public opinion to environmental issues, companies

Number of pages: 91 Category: Industrial Engineering

Dissertation for Master's Degree in Industrial Engineering, Industrial Orientation, Esfand 90, Abstract Today, due to the progress in technology, the globalization of markets, the diversity of customer demand, and the increase

Number of pages: 95 Category: Management

Dissertation for Master's Degree in Industrial Management, Financial Orientation Introduction In today's industrial world, which is affected by tight industrial competition, the need to pay attention to the quality of the final product or service and its continuous improvement is of particular importance for the managers of any production or service organization. In other words, ...