The impact of procurement on supplier satisfaction: service, communication, and speed

Andreas H. Glas

International Journal of Integrated Supply Management, 2018, vol. 12, issue 1/2, 90-117

Abstract: A supplier performs best if the perception of the supply situation satisfies the supplier's expectations with regard to buyer behaviour. Recent publications address that issue with the conclusion that even buyers benefit from satisfied suppliers, getting preferential treatment and access to limited supplier resources. This contribution focuses on the procurement function of the buyer and its impact on supplier satisfaction. Structural equation modelling is used to investigate the effect of three antecedent factors: 1) the service quality; 2) the communication quality; 3) the time management quality of a buyer's procurement function. The findings show significant effects of all the constructs, and communication quality is the most relevant. The results extend the breadth of constructs explaining supplier satisfaction and highlight the role of procurement and supply management as the points of interaction with the supplier.

Keywords: supplier satisfaction; structural equation model; procurement; quality; service; communication; time management. (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijisma:v:12:y:2018:i:1/2:p:90-117

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