1. Multi-criteria decision analysis of supply chain practices and firms performance in NigeriaBilqis Bolanle Amole, Sulaimon Olanrewaju Adebiyi, Olamilekan Gbenga Oyenuga, 2021, izvirni znanstveni članek Opis: Companies are facing numerous pressures and challenges in order to be competitive in the market and meet the requirements of their customers which require an improvement in the supply chain practices of the firms to be more effective and efficient for sustainable competitive advantage. This study examines the use of a multi-criteria decision making method using analytic network process (ANP) to estimate the how supply chain activities of the selected manufacturing firms’ influences its firm performance in other to enhance the satisfaction of customers. The population of the study is the manufacturing firms quoted in the Nigeria stock exchange. An ANP-based questionnaire was administered to Managers of selected manufacturing firms for pairwise comparison of supply chain factors relative influences and dependencies on their customers. A nonlinear network model was built to capture all the factors of supply chain practices and firms performance into clusters, nodes and dependences for the purpose of estimating various influences supply chain practices on the performance of the various companies studied. Data collected were analysed using software of Super decision 3.0 version. The results revealed factors of supply chain practices that have a great connection with one another and strong relationship indicating that without the implementing the key factors of supply chain there would not be a significant improvement in the performance of the organisation which will also affects the desire of the customers. The ANP model has helped to show the interdependencies and feedback among the various factors of practices of supply chain to augment the level of performance of the firms.
Ključne besede: analytical network process, supply chain, strategic supplier partnership, supply chain integration, outsourcing, customer relationship management
Objavljeno v DKUM: 23.08.2024; Ogledov: 74; Prenosov: 12
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2. Investigating the impact of resilience, responsiveness, and quality on customer loyalty of MSMEs : empirical evidenceNourhan Ahmed Saad, Sara El Gazzar, Sonja Mlaker Kač, 2022, izvirni znanstveni članek Opis: Due to the importance of the micro, small, and medium-sized enterprises (MSMEs) sector and the negative implications of COVID-19, which resulted in decreasing resource availability, shortages of supply, declining consumer demand and requirements, and a lack of consumer satisfaction and loyalty, this research investigates the impact of resilience, responsiveness, and quality on customer loyalty in MSMEs. An online questionnaire was conducted on MSMEs’ end consumers in the Egyptian context. The analysis was conducted through Amos and SPSS, and the research hypotheses were tested through covariance-based structural equation modelling for 891 valid questionnaires. The findings exposed that there is a positive significant impact for operational resilience (flexibility and technology adoption), responsiveness (delivery fulfillment and speed and after-sale service), and product/service quality on customer loyalty in terms of behavioral, attitudinal dimensions. It contributes to understanding how MSMEs could enhance their sustainable performance (resilience, responsiveness, quality) to reach better customer loyalty. This research presents insights on how the MSMEs sector can adapt to the dynamic business environment in terms of COVID-19 crisis and consumer behavior, which has changed the nature and needs of the market and consumers. In addition, this research extends the theories of Resource-Based View (RBV), Dynamic Capability View (DCV), and Theory of Consumption Value (TCV) in an empirical contribution through filling the gap in understanding consumers’ needs in terms of resilience, responsiveness, and quality.
Ključne besede: responsiveness, resilience, quality, Egypt, customer loyalty, micro enterprises, small enterprises, mediumsized enterprises
Objavljeno v DKUM: 04.07.2024; Ogledov: 124; Prenosov: 17
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3. A Framework for adopting a sustainable reverse logistics service quality for reverse logistics service providers : a systematic literature reviewAhmed Dabees, Mahmoud Barakat, Sahar Sobhy El Barky, Andrej Lisec, 2023, pregledni znanstveni članek Opis: Reverse logistics has become a competitive need for sustainability. Lack of resources to apply reverse logistics solutions has severely impacted many supply chains’ costs and customer service, making it impossible to meet the expectations of return processing. In those conditions, client demands for higher service quality are the main drivers of effective sustainability operations. This study aims to establish the sustainable reverse logistics service quality (SRLSQ) theoretical framework offered by reverse logistics services providers (RLSPs). The study conducts a systematic methodology protocol by examining reliable academic periodicals using PRISMA guidelines based on the research scope and identified 56 papers from 2011–2022, with the main research focus on SSQ and RLSQ dimensions to develop a research framework. By re-evaluating those factors using the SRLSQ framework and by including sustainability into the service quality approach, this study expanded the practicability of reverse logistic service quality and sustainable service quality. The results point to a knowledge gap when it comes to quantifying the impact of reverse logistics operation process through a triple bottom line approach on customer outcomes, relationship quality (RQ), and mediation of operation risk factor, which could be examined within various contexts in subsequent work.
Ključne besede: sustainability, reverse logistics, sustainable reverse logistics service quality, customer satisfaction, operational risk
Objavljeno v DKUM: 09.04.2024; Ogledov: 204; Prenosov: 6
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4. Blockchain technology adoption for improved environmental supply chain performance : the mediation effect of supply chain resilience, customer integration, and green customer information sharingSummer K. Mohamed, Sandra Haddad, Mahmoud Barakat, Bojan Rosi, 2023, izvirni znanstveni članek Opis: Due to the complexity of building supply chain resilience (SCR) towards long-term environmental sustainability amendments, the use of emerging technologies such as Blockchain Technology (BCT) can be adopted as an innovative tool to enhance the sustainability and resilience of supply chains, especially in uncertain environments. Drawing on the Knowledge-Based View (KBV) and Dynamic Capability View (DCV), this research aims to demonstrate how the adoption of BCT can enhance the environmental supply chain performance (SCP). A total of 603 valid surveys were collected from respondents from manufacturing and service organizations in Egypt. The collected data were analyzed using structural equation modelling, and results revealed that BCT adoption alone had a negative direct impact on environmental SCP. However, when this relationship was mediated by SCR and sequentially mediated by customer integration and green customer information sharing, the results were positive. This research presents insights on how organizations can adapt to dynamic business environments, and, in addition, it extends the theories of KBV and DCV in an empirical contribution by filling the gap in understanding regarding how environmental SCP can be enhanced through the adoption of BCT.
Ključne besede: blockchain technology, environmental, supply chain, performance, resilience, customer integration, green, information sharing
Objavljeno v DKUM: 03.04.2024; Ogledov: 235; Prenosov: 8
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5. The development of e-banking services quality measurement instrument : MPQe-BSDomen Malc, Jasmina Dlačić, Aleksandra Pisnik, Borut Milfelner, 2023, izvirni znanstveni članek Opis: Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.
Ključne besede: perceived quality, customer satisfaction, e-banking
Objavljeno v DKUM: 16.02.2024; Ogledov: 399; Prenosov: 18
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6. Investigating the impact of supply chain management practices on customer satisfaction through flexibility and technology adoption : empirical evidenceNourhan Ahmed Saad, Sara El Gazzar, Sonja Mlaker Kač, 2024, izvirni znanstveni članek Opis: The aim of this research is to empirically investigate the influence of supply chain management practices (SCMPs) on customer satisfaction through the mediating rolesof flexibility and technology adoption. A questionnaire was used to collect data from organizational consumers in the Egyptian context, in which hypotheses were analyzed through covariance-based structural equation modeling for 1009 usable questionnaires. The findings revealed the positive relationship between SCMPs and flexibility, technology adoption, and customer satisfaction. Moreover, it revealed the positive relationship between technology adoption and customer satisfaction, however, the direct impact of flexibility on customer satisfaction is not significant. Empirical evidence also illustrated that technology adoption can significantly mediate the relationship between SCMPs and customer satisfaction.
Ključne besede: customer satisfaction, Egypt, flexibility, micro, small and medium-sized enterprises, supply chainmanagement practices, technology adoption
Objavljeno v DKUM: 15.12.2023; Ogledov: 106; Prenosov: 17
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7. The importance of educational service quality for customer satisfaction and organizational reputationMarjeta Ramovš, Borut Milfelner, 2023, izvirni znanstveni članek Opis: This paper aims to enhance the understanding of the concepts of service
quality, customer satisfaction with service, and organizational reputation in
the context of educational services. The conceptual framework for testing
the relationship between the three constructs was developed and tested
on a sample of 97 educational service users. The results showed no significant
difference between perceived and expected service quality. However,
a positive relationship was found between customer satisfaction and three
subconstructs of perceived service quality. Also, a significant positive correlation
between organizational reputation and three latent variables of
perceived service quality and a positive relationship between satisfaction
and organizational reputation.
Ključne besede: customer satisfaction, organizational reputation, service delivery, perceived service quality, educational service quality
Objavljeno v DKUM: 05.09.2023; Ogledov: 277; Prenosov: 11
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8. Private forest owner willingness to mobilise wood from dense, small-diameter tree standsMatevž Triplat, Satu Helenius, Ruben Laina, Nike Krajnc, Thomas Kronholm, Zdenka Ženko, Teppo Hujala, 2023, izvirni znanstveni članek Opis: Forests are a source of renewable biomass, and their utilisation will play a vital role in the transition towards a climate-neutral economy. Small-diameter tree management could contribute to this transition via providing renewable biomass for sustainable uses and fostering tree growth towards long-lifecycle bioproducts. The utilisation of small-diameter trees in the EU is still low since new technologies and work models are required to make the operations economically profitable, environmentally sound, and socially attractive. The supply of biomass from small-diameter tree stands is dependent on forest owners with diverse perceptions on their forests and diverse ownership objectives. However, there is scarce research on forest owner perceptions on small-diameter tree management, which encompasses home consumption, self-active work, and commercial forestry services. A survey in four EU countries was designed to identify the main factors affecting the motivation of forest owners to mobilise biomass from small-diameter stands. Factor and clustering analyses were used to identify four forest owner segments: weakly-engaged traders, well-being seekers, self-active profit-seekers, and well-informed service users. The willingness to utilise biomass from small-diameter tree stands and participate in the market was shaped by forest owner knowledge of forestry, economic and socio-cultural motivations, and sensitivity to service offerings. Forest owner preferences for market participation are heterogenous, and thus different policy implementation approaches are needed and proposed.
Ključne besede: profili strank, faktorska analiza, gozdarske storitve, upravljavski cilji, biomasa, komunikacijske strategije, customer profiles, factor analysis, forestry services, management objectives, biomass, communication strategies
Objavljeno v DKUM: 10.07.2023; Ogledov: 475; Prenosov: 42
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10. The influence and application of social media in the fashion industryIvana Ljumović, 2022, diplomsko delo Opis: Social media marketing proved to be advantageous to all industries. If we consider the huge number of users on social networks and all the advantages they have, as well as their popularity, the fact arises that these networks provide significant business opportunities, i.e., contain great business potential, which they can use if they properly establish communication and advertising through these networks. Nowadays, fashion businesses are investing more time and resources into crafting social media strategies that will further customer loyalty, spread advertising messages, and raise brand awareness. Besides that, social media has a significant impact when it comes to advertising, spreading information, promoting, and selling brands. Social media platforms, such as Instagram, Facebook, YouTube, and Pinterest, are the most popular place for posting and advertising different content. Fashion is an exciting area of constant dynamic changes, and brands need to adapt to it, fashion companies cannot afford to ignore social media. This implies the importance of social media and how fashion firms can use it to their advantage. In conclusion, social media does not replace traditional media, but it does offer consumers pioneering way to interact with the brands they love. Without a doubt, digital media is the latest fashion trend in today's world, and we have every reason to believe in its strength and impact. It is an efficient and effective platform in terms of creating fashion trends and influencers, building brand recognition, and thus being accessible to both existing and potential buyers.
Ključne besede: social media marketing, fashion marketing, digital marketing, fashion industry, social media strategy, Instagram, customer behavior, social media
Objavljeno v DKUM: 14.07.2022; Ogledov: 802; Prenosov: 55
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