APPLICATION OF DATA ENVELOPMENT ANALYSIS FOR MEASURING SERVICE QUALITY FROM DISTRIBUTORS’ PERSPECTIVE IN SUPPLY CHAIN
Vol. 129 No. 5A (2020), Original Article
Vol. 129 No. 5A (2020)

APPLICATION OF DATA ENVELOPMENT ANALYSIS FOR MEASURING SERVICE QUALITY FROM DISTRIBUTORS’ PERSPECTIVE IN SUPPLY CHAIN

Original Article
https://doi.org/10.26459/hueuni-jed.v129i5A.5843
Published 2020-07-03
Le Thi Phuong Thanh
Hue University of Economics
Tong Viet Bao Hoang
Hoang Viet Hanh Nguyen
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Keywords

Service quality
Data Envelopment Analysis
Servperf

Abstract

Abstract: Vietnam’s textile and apparel sector has achieved fast and sustainable growth over the past years and played an important role in national socio-economic development. The export value of textile and garment products in recent years has ranked number two in the country’s total export revenue. In this scenario, an attempt was made to examine the service quality at the manufacturer – distributor interface of the textile supply chain and provide clear guidelines for benchmarking of service quality in multi-unit services. A sample of 144 distributors from Small and Medium Enterprises (SMEs) in major regions of South Vietnam was selected. Exploratory Factor Analysis was used to identify the critical factors of service quality. This research applies the data envelopment analysis (DEA) approach to the computation of a measure of overall service quality and benchmarking when measuring service quality with the Service Performance model. Dealing with the five dimensions of Service Performance (SERVPERF) as outputs, the proposed approach uses DEA as a tool for multiple criteria decision making (MCDM), in particular, the pure output DEA model without inputs. Data envelopment analysis measures the relative efficiency of decision-making units (DMUs) and identifies a set of corresponding efficient DMUs that can be used as benchmarks for the improvement of inefficient DMUs. The findings shed valuable insights on measures and critical underlying dimensions of service quality in the context of the supply chain in the textile industry, specifically from the distributor perspective. The results also give the best performer in textile SMEs and set the benchmarking guideline within each group among SEMs

Keywords: service quality, data envelopment analysis, SERVPERF

https://doi.org/10.26459/hueuni-jed.v129i5A.5843
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