SSQSC: a tool to measure supplier service quality in supply chain

The objective of this research is to derive supplier service quality dimensions in the context of supply chain. Initial service quality dimensions were derived from an extensive literature review on the subject followed by refining through a series of procedures needed for scale development. Data were collected from 117 working executives of manufacturing organisations in India. The respondents were asked to assess supplier service quality in supply chain based on the perception and expectation scales. Further, data were summarised for respondents stating a high level of external service quality. Factor analysis resulted in a seven-factor structure as representative of supplier service quality in supply chain. The SSQSC tool will be beneficial to practising managers in identification of opportunities for improvements in supplier service quality.