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Title:Investigating the impact of supply chain management practices on customer relationship management objectives : doctoral dissertation
Authors:ID Saad, Nourhan Ahmed (Author)
ID Mlaker Kač, Sonja (Mentor) More about this mentor... New window
Files:.pdf DOK_Ahmed_Nourhan_2023.pdf (9,71 MB)
MD5: DBF27ECB73A328226478428FA1F9605A
 
Language:English
Work type:Doctoral dissertation
Typology:2.08 - Doctoral Dissertation
Organization:FL - Faculty of Logistic
Abstract:Mikro, mala in srednje velika podjetja (v nadaljevanju MMSP) imajo pomembno vlogo pri gospodarski rasti in razvoju zlasti držav v razvoju in vzponu. Nedavna pandemija Covid-19 je močno prizadela sektor MMSP, kar je vplivalo na ponudbo in povpraševanje ter posledično na preživetje organizacij. Ob tem se je uspešnost sektorja MMSP dramatično zmanjšala, stranke pa niso mogle zadovoljiti svojih potreb in zahtev, kar je povzročilo ranljivost oskrbovalnih verig in manjše zadovoljstvo strank. Ob omenjenem izzivu se je naša raziskava osredotočila na izboljšanje medorganizacijskega upravljanja odnosov s strankami oziroma partnerji v MMSP z razvojem okvira, ki upravlja dejavnosti in prakse oskrbovalnih verig v organizacijah. V naši raziskavi je bila izvedena empirična študija egiptovskega sektorja MMSP z uporabo kvalitativnih in kvantitativnih raziskovalnih metod. Najprej je bil za vse raziskovalne spremenljivke opravljen poglobljen sistematični pregled literature v dveh pomembnih znanstvenih bazah (Scopus in Web of Science) v skladu s smernicami PRISMA. S tem smo raziskali vzročno povezanost med raziskovalnimi spremenljivkami, na podlagi katerih je bil razvit teoretični okvir. Nato so bili na podlagi teoretičnih ugotovitev izvedeni polstrukturirani intervjuji z deležniki MMSP, da bi analizirali trenutne razmere v egiptovskem sektorju MMSP in potrdili prej razvit teoretični okvir. V ta namen smo uporabili analizo vsebine na podlagi programskih paketov NVivo, s katerimi je bil določen konceptualni okvir. Nazadnje je bil končnim potrošnikom MMSP razdeljen anketni vprašalnik, da bi s pomočjo pametnega modeliranja strukturnih enačb (PLS-SEM) raziskali vzročno povezanost med spremenljivkami raziskave. Na osnovi slednjega smo opredelili ključne spremenljivke, ki vplivajo na egiptovski sektor MMSP, in oblikovali priporočila in načrt za deležnike MMSP, da bi se ti lahko čim bolj kakovostno spopadli z dinamičnim poslovnim okoljem in zadovoljili potrebe svojih potrošnikov. Ugotovitve pričujoče raziskave so pokazale vzročno povezanost med praksami upravljanja oskrbovalne verige in cilji upravljanja odnosov s strankami (tj. zadovoljstvo in zvestoba strank) prek operativne uspešnosti MMSP, pri čemer je SEM analiza rezultirala v opredelitvi glavnih dejavnikov, ki vplivajo na egiptovski sektor MMPS. Rezultati so pokazali pozitiven statistično značilen vpliv strateškega partnerstva z dobavitelji v oskrbovalnih verigah, praks upravljanja odnosov s strankami, ravni in kakovosti izmenjave informacij ter vitkih praks upravljanja na operativno uspešnost MMSP. Prav tako so rezultati pokazali pozitiven statistično značilen vpliv strateškega partnerstva z dobavitelji, ravni izmenjave informacij, vitkih praks upravljanja oskrbovalnih verig na zadovoljstvo strank. Ob tem operativna uspešnost pomembno vpliva na zadovoljstvo strank, ki nadalje pozitivno vpliva na dolgoročno zvestobo strank. Uspešna operativna izvedba ima hkrati pomemben vpliv na odnos med partnerji v oskrbovalnih verigah (tj. strateškim partnerstvom z dobavitelji, praksami upravljanja odnosov s strankami, ravnijo izmenjave informacij, kakovostjo izmenjave informacij in vitkimi praksami) in zadovoljstvom strank. Na koncu je bil kot rezultat raziskave zainteresiranim stranem MMSP predstavljen načrt za izboljšanje njihove operativne uspešnosti in zadovoljstva strank, zlasti med pandemijami in podobnimi kriznimi situacijami.
Keywords:prakse upravljanja oskrbovalne verige, operativna uspešnost, zadovoljstvo strank, zvestoba strank, mikro, mala in srednje velika podjetja
Place of publishing:Celje
Place of performance:Celje
Publisher:[N. Ahmed]
Year of publishing:2023
Number of pages:XXXVII, 401 str.
PID:20.500.12556/DKUM-83898 New window
UDC:005.1+005.34:658(043.3)
COBISS.SI-ID:202428675 New window
Publication date in DKUM:22.07.2024
Views:376
Downloads:56
Metadata:XML DC-XML DC-RDF
Categories:FL
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Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:07.03.2023

Secondary language

Language:Slovenian
Title:Raziskovanje vpliva načina upravljanja oskrbovalnih verig na doseganje ciljev upravljanja odnosov s strankami : doktorska disertacija
Abstract:Micro, Small, and Medium-sized Enterprises (MSMEs) play a significant role in a country’s economic growth and development, particularly emerging markets. However, Covid-19 pandemic dramatically hit the MSMEs sector, which has resulted in affecting both supply and demand as well as affecting organizational survival. Moreover, the performance of the MSMEs sector has dramatically declined, and customers could not get their needs and requirements, which resulted in supply chain vulnerability and lack of customers’ satisfaction. Accordingly, this research focused on enhancing the MSMEs’ inter-organizational customer relationship management through developing a framework that manages the organizational supply chain activities and practices. This research adopted an empirical study on the Egyptian MSMEs sector through employing both qualitative and quantitative research methods. Firstly, a Systematic Literature Review (SLR) was conducted for all research variables using two prominent databases (Scopus and Web of Science) through PRISMA guidelines to explore the causal relationship between the research variables, upon which the theoretical framework was to be developed. Then, semi-structured interviews with MSMEs’ eco-system stakeholders were conducted as a preliminary study to analyze the current situation of the Egyptian MSMEs sector and to validate the proposed framework by using content analysis based on NVivo software packages, through which the conceptual framework was identified. Finally, a self-administrative questionnaire was distributed to MSMEs’ end consumers to investigate the causal relationship between research variables through smart Partial Lease Square Structural Equation Modeling (PLS-SEM), identify the key significant variables affecting the Egyptian MSMEs sector, and recommend a roadmap for MSMEs’ stakeholders to cope with a dynamic business environment and to satisfy their consumers’ needs. The findings of this research revealed the causal relationship between supply chain management practices and customer relationship management objectives (i.e., customer satisfaction and customer loyalty) through MSMEs’ operational performance, where the SEM resulted in identifying the main significant factors affecting the Egyptian MSMEs sector. The results showed the positive significant impact of strategic supplier partnership, customer relationship management practices, level of information sharing, quality of information sharing, and lean practices on MSMEs’ operational performance, as well as the positive significant impact of strategic supplier partnership, level of information sharing, lean practices, and postponement practices on customer satisfaction. Moreover, operational performance has a significant impact on customer satisfaction, which in turn has a positive impact on customer loyalty. Additionally, operational performance mediates the relationship between supply chain management practices (i.e., strategic supplier partnership, customer relationship management practices, level of information sharing, quality of information sharing and lean practices) and customer satisfaction. Finally, a recommended road map was suggested for MSMEs’ stakeholders to improve their operational performance and customer satisfaction level, especially during pandemic situations and similar crises.
Keywords:supply chain management practices, operational performance, customer satisfaction, customer loyalty, micro, small, and medium-sized enterprises, Egyptian context


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