Influence of Information Quality on Retailer Satisfaction through Supply Chain Flexibility and Supplier Relationship Management in the Retail Industry
:
https://doi.org/10.9744/jti.22.2.93-102
Abstract
Businesses always compete to improve customer satisfaction. A firm engaged in as a distributor as well, always try to provide satisfaction to their customer, in this case, retailer and wholesales. The distributor can improve retailer satisfaction by providing such information that suits retailer requirements in the pursuit that the supply chain flow can move quickly, particularly on the flow of products from the manufacturing ordered by the distributors. This study aims to obtain a relationship between distributors and retailer companies. This study surveyed 100 retailers, and wholesale companies engaged in Fast Moving Consumer Goods (FMCG) and the supplier domiciled in the city of Makassar, South Sulawesi, with revenues of more than IDR 300,000,000. - / year. SmartPLS software version 2.0 was used to test the hypothesis. The results of the study found that information quality can provide a positive increase in improving supplier relationship management. Adequate information quality cannot significantly increase supply chain flexibility and retailer satisfaction. Supplier relationship management built by distributors can have an impact of 0.611 on supply chain flexibility in retail and retail satisfaction companies of 0.367. The stronger distributor and retailer relationship can increase distributor flexibility and retail satisfaction. Supply chain flexibility built by distributor companies can have a significant impact on retailer satisfaction of 0.463. This research provides an improvement in the development of supply chain management theory, in particular, building relationships with customers.
References
Diabat, A., and Theodorou, E., A location–inventory supply chain problem: Reformulation and piecewise linearization, Computers & Industrial Engineering, 90, 2015, pp. 381–389.
Shaharudin, M. R., Rashid, N. R. N. A., Wangbenmad, C., Hotrawaisaya, C., and Wararatchai, P., A content analysis of current issues in supply chain management, International Journal of Supply Chain Management, 7(5), 2018, 199-212.
Tarigan, J. H. T., Siagian, H., and Bua, R. R., The impact of information system implementation to the integrated system for increasing the supply chain performance of manufacturing companies, IOP Conference Series Materials Science and Engineering, 473(1), 2019, 012050.
Alshikhi, O.A., and Abdullah, B. M., Information quality: definitions, measurement, dimensions, and relationship with decision making, European Journal of Business and Innovation Research, 6(5), 2018, 36-42.
Torres, R., and Sidorova, A., Reconceptualizing information quality as effective use in the context of business intelligence and analytics, International Journal of Information Management, 49, 2019, 316–329.
Chen, C.-C., and Chang, Y.-C., What drives purchase intention on Airbnb? Perspectives of consumer reviews, information quality, and media richness, Telematics and Informatics, 35(5), 2018, 1512–1523.
McKnight, D.H., Lankton, N. K., Nicolaou, A., and Price, J., Distinguishing the effects of B2B information quality, system quality, and service outcome quality on trust and distrust, The Journal of Strategic Information Systems, 26 (2), 2017, 118–141.
Azemi, N. A., Zaidi, H., and Hussin, N., Information quality in organization for better decision making, International Journal of Academic Research in Business and Social Sciences, 7(12), 2018, 429-437.
Baihaqi, I., and Sohal, A. S., The impact of information sharing in supply chains on organisational performance: an empirical study, Production Planning & Control, 24(8–9), 2013, 743–758.
Whipple, J. M., Wiedmer, R., and Boyer, K. K., A dyadic investigation of collaborative competence, social capital, and performance in buyer–supplier relationships, Journal of Supply Chain Management, 51(2), 2015, 3-21.
Tarigan, Z. J. H., Siagian, H., and Suprapto, W., The effect of middle manager engagement on scm performance through erp system and scm practices, Proceedings of 2019 the 9th International Workshop on Computer Science and Engineering, Hong Kong, 2019, 47-51.
Barua, P., The moderating role of perceived behavioral control: The literature criticism and methodological considerations, International Journal of Business and Social Science, 4(10), 2013, 57-59.
Sáenz, M. J., Knoppen, D., and Tachizawa, E. M., Building manufacturing flexibility with strategic suppliers and contingent effect of product dynamism on customer satisfaction, Journal of Purchasing and Supply Management, 24(3), 2018, 238–246.
Youn, S. H., Yang, M. G. M., Kim, J. H., and Hong, P., Supply chain information capabilities and performance outcomes: An empirical study of Korean steel suppliers. International Journal of Information Management, 34(3), 2014, 369–380.
Angkiriwang, R., Pujawan, I. N., and Santosa, B., Managing uncertainty through supply chain flexibility: reactive vs. proactive approaches, Production & Manufacturing Research: An Open Access Journal, 2(1), 2014, 50-70.
Santos-Vijande, M. L., López-Sánchez, J.A., and Trespalacios, J.A., How organizational learning affects a firm's flexibility, competitive strategy, and performance, Journal of Business Research, 65(8), 2012, 1079-1089.
Grimm, C., Knemeyer, M., Polyviou, M., and Ren, X., Supply chain management research in management journals: A review of recent literature (2004-2013), International Journal of Physical Distribution & Logistics Management, 45(5), 2015, 404–458.
Dubey, R., Gunasekaran, A., Papadopoulos, T., Childe, S. J., Shibin, K. T., and Wamba, S. F., Sustainable supply chain management: framework and further research directions, Journal of Cleaner Production, 142 (2), 2017, 1119–1130.
Afolayan, A., White, G. R. T., and Mason-Jones, R., Why knowledge acquisition is important to effective supply chain management: the role of supply chain managers ‘as knowledge acquisitors, Conference on British Academy of Management (BAM) at Newcastle, 2016.
Abdeen, F. N., and Sandanayake, Y. G., Facilities management supply chain: function, flows and relationship, Procedia Manufacturing, 17, 2018, 1104-1111.
Yu, K., Cadeaux, J., and Luo, B. N., Operational flexibility: Review and meta-analysis, International Journal of Production Economics, 169, 2015, 190-202.
Blome, C., Schoenherr, T., and Eckstein, D., The impact of knowledge transfer and complexity on supply chain flexibility: A knowledge-based view, International Journal of Production Economics, 147(part B), 2014, 307–316.
Shoja, A., Molla-Alizadeh-Zavardehi, S., and Niroomand, S., Adaptive meta-heuristic algorithms for flexible supply chain network design problem with different delivery modes, Computers & Industrial Engineering, 138, 2019, 106108.
Zhou, H., Shou, Y., Zhai, X., Li, L., Wood, C., and Wu, X., Supply chain practice and information quality: A supply chain strategy study, International Journal of Production Economics, 147 (part C), 2014, 624–633.
Gorla, N., Somers, T. M., and Wong, B., Organizational impact of system quality, information quality, and service quality, The Journal of Strategic Information Systems, 19(3), 2010, 207-228.
Davis, D. F., and Golicic, S. L., Gaining comparative advantage in supply chain relationships: the mediating role of market-oriented IT competence, Journal of the Academy of Marketing Science, 38, 2010, 56–70.
Nagarajan, V., Savitskie, K., Ranganathan, S., Sen, S., and Alexandrov, A., The effect of environmental uncertainty, information quality, and collaborative logistics on supply chain flexibility of small manufacturing firms in India, Asia Pacific Journal of Marketing and Logistics, 25(5), 2013, 784-802.
Pearson, A., Tadisina, S., and Griffin, C., The role of e-service quality and information quality in creating perceived value: antecedents to web site loyalty, Information Systems Management, 29(3), 2012, 201–215.
Amoako-Gyampah, K., Boakye, K. G., Adaku, E., and Famiyeh, S., Supplier relationship management and firm performance in developing economies: A moderated mediation analysis of flexibility capability and ownership structure, International Journal of Production Economics, 208, 2019, 160–170.
Lambert, D., and Schwieterman, M., Supplier relationship management as a macro business process, Supply Chain Management, 17 (3), 2012, 337 – 352.
Mumelo, J., Selfano, O. F., and Onditi, A. L., Influence of supplier relationship on performance of small-scale enterprises in Bungoma Town, Kenya, International Journal of Business and Social Science, 8(3), 2017, 57-66.
Lii, P., and Kuo, F.-I., “Innovation-oriented supply chain integration for combined competitiveness and firm performance,” International Journal of Production Economics, 174, 2016, 142-155.
Zhang, Q., and Cao, M., Exploring antecedents of supply chain collaboration: Effects of culture and interorganizational system appropriation, International Journal of Production Economics, 195, 2018, 146-157.
Yang, Q., Zhao, X., Yeung, H. Y. F., and Y. Liu, Y., Improving logistics outsourcing performance through transactional and relational mechanisms under transaction uncertainties: Evidence from China, International Journal of Production Economics, 175, 2016, 12-23.
Gallan, A. S., Jarvis, C. B., Brown, S. W., and Bitner, M. J., Customer positivity and participation in services: an empirical test in a health care context, Journal of the Academy Marketing Science, 41, 2013, 338-356.
Kumar, K. S., Expectations and perceptions of passengers on service quality with reference to public transport undertakings, The IUP Journal of Operations Management, 11(3), 2012, 67-81.
Poushneh, A., and A. Z. Vasquez-Parraga, A. Z., Discernible impact of augmented reality on retail customer’s experience, satisfaction and willingness to buy, Journal of Retailing and Consumer Services, 34, 2017, 229–234.
Low, W. S., Lee, J.-D., and Cheng, S.-M., The link between customer satisfaction and price sensitivity: An investigation of retailing industry in Taiwan, Journal of Retailing and Consumer Services, 20(1), 2013, 1–10.
Chopra, K., Empirical study on role of customer service in delivering satisfaction at branded retail outlets in Pune, Procedia Economics and Finance, 11, 2014, 239 – 246.
Hirata, E., Service characteristics and customer satisfaction in the container liner shipping industry, The Asian Journal of Shipping and Logistics, 35(1), 2019, 24-29.
El-Adly, M. E., Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty, Journal of Retailing and Consumer Services, 50, 2018, 322-332.
Ghozali, I., and Latan, H., Partial least square: Concepts, techniques, applications using Smart PLS 3.0 for empirical research, BP UNDIP. Semarang, 2015, pp. 35-105
Marinagi, C., Trivellas, P., and Reklitis, P., Information Quality and Supply Chain Performance: The Mediating Role of Information Sharing, Procedia-Social and Behavioral Sciences, 175, 2014, 473-479.
Khan, S. A., Liang, Y., and Shahzad, S., An empirical study of perceived factors affecting customer satisfaction to repurchase intention in online store in China, Journal of Service Science and Management, 8(3), 2015, 291-305.
Deyalage, P. A., and Kulathunga, D., Factor affecting online customer satisfaction: The Sri Lankan Perspective, International Journal of Business and Management, 14(2), 2019, 87-98.
Downloads
Published
How to Cite
Issue
Section
License
Articles published in the Jurnal Teknik Industri: Jurnal Keilmuan dan Aplikasi Teknik Industri will be Open-Access articles distributed under the terms and conditions of the Creative Commons Attribution License (CC BY).
This work is licensed under a Creative Commons Attribution License (CC BY).
