A framework for measurement of quality of service in supply chains

Purpose - The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement. Design/methodology/approach - A literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in-depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented. Findings - The paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi-directional. The bidirectional gaps cover both inter- and intra-organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico-legal, technical, socio-cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators. Research limitations/implications - The assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality. Originality/value - This paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.