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This paper investigates the role played by service quality at supplier-manufacturer dyad in small-medium manufacturing units, and presents a model to establish that contribution of both the supplier and manufacturer towards service quality could lead to satisfaction followed by loyalty | Supplier service quality in supply chains of Indian SMEs A dual direction dyadic perspective Uncertain Supply Chain Management 7 2019 289 310 Contents lists available at GrowingScience Uncertain Supply Chain Management homepage www.GrowingScience.com uscm Supplier service quality in supply chains of Indian SMEs A dual direction dyadic perspective Surjit Kumar Gandhia Anish Sachdevaa and Ajay Guptaa a Dr. B. R. Ambedkar National Institute of Technology Jalandhar- 144 011 Punjab India CHRONICLE ABSTRACT Article history This paper investigates the role played by service quality at supplier-manufacturer dyad in Received April 12 2018 small-medium manufacturing units and presents a model to establish that contribution of both Accepted August 8 2018 the supplier and manufacturer towards service quality could lead to satisfaction followed by Available online loyalty. The research design for this study includes a combination of literature survey August 8 2018 Keywords exploratory interviews with practitioners and a questionnaire survey conducted through Service Quality interview schedule from 120 respondents working in different small-medium manufacturing Small and medium-sized units of North India. Structural equation modeling SEM is used for data analysis. The paper Enterprises SMEs develops dual directional scales to evaluate service quality at supplier-manufacturer dyad and Service quality factors tests a set of four propositions. A model showing linkages of manufacturer manufacturing Supplier unit s service quality with supplier service quality leading to satisfaction and loyalty is also EFA developed. The model is empirically tested and is found to be fit. This study would be of CFA interest to SME managers particularly engaged in purchase function and researchers working SEM on inter-firm supply chains in such units. This study recommends forming strong collaborative relationships with suppliers to achieve a win-win situation. 2018 by the authors licensee Growing
