The impact of EDI adoption on customer service in the automotive supply chain

Angel Martinez Sanchez and Manuela Perez Perez

International Journal of Automotive Technology and Management, 2004, vol. 4, issue 4, 336-353

Abstract: This paper analyses the results of a survey about the relationship between the adoption and use of EDI, and customer service in the automotive supply chain. The results indicate that automotive suppliers that have adopted EDI perceive a better customer service than non adopters. Similarly, automotive suppliers that have integrated EDI with their management information systems perceive better customer service than do companies that have not integrated EDI. Regarding the different functions that EDI perform for the automotive company in the supply chain, we have found that production planning, invoice notices and order receipts are those functions that have a greater difference between the automotive companies that use EDI with a large percentage of customers and suppliers, and the companies that use it with a lower percentage. A multivariate data analysis indicates that customer service is positively explained by the quality of the information interchanged, the lower conflict in the relationship, the frequency of deliveries and the experience in the customer–supplier relationship.

Keywords: automotive supplier industry; customer service; EDI; supply chain management; supply chain design; automotive supply chain; automobile industry; electronic data interchange; management information system; production planning; invoice notices; order receipts; customer–supplier relationship; information quality. (search for similar items in EconPapers)
Date: 2004
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