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Title: The Link Between Quality Factors and Customer Satisfaction for the Triple-A Supply and Demand-Chain Management
Authors: Ciptono, Wakhid Slamet 
Issue Date: 2007
Publisher: University of the Thai Chamber of Commerce
Source: Wakhid Slamet Ciptono (2007) The Link Between Quality Factors and Customer Satisfaction for the Triple-A Supply and Demand-Chain Management.
Conference: Proceedings of the 2nd International Conference on Operations and Supply Chain Management 
Abstract: The purpose of this investigation is to explore aresearch on the relationships between quality factorsand customer satisfaction for the Triple-A supplydemandchain management (Agility, Adaptability, andAlignment). The unique contribution of the study is theempirical analysis of a sample Strategic Business Units(SBU) managers from the Indonesia’s oil and gasindustry and the use of Importance-PerformanceRatings and Factor Analysis to determine the linkbetween quality factors (external quality and internalquality) and customer satisfaction for the Triple-Asupply-demand chain management. The study uses asample of 1,332 managers in 140 strategic businessunits (SBUs) within 49 oil and gas companies inIndonesia.The empirical analysis found that the link betweenquality factors and customer satisfaction is linear in theKeep-Up Good Work Quadrant. The survey indicatesthat there is much room for improvement in the qualityfactors and customer satisfaction for the Triple-Asupply-demand chain management as shown in thedifference between importance and performance scores.These scores indicate mismatched importance andperformance of quality factors. Conversely, lowdifference values indicate that managers set appropriatequality factors with respect to customer satisfaction anddeploy Triple-A supply-demand chain managementaccordingly. Ideally, the difference measure shouldequal zero.This investigation is believed to make a contribution tothe supply-demand chain management performance byproviding empirical evidence from a single industry (oiland gas) that has a set of unique characteristics thatoffer additional insights. In addition, the oil and gascompanies must continue to evolve and learn withperseverance both internal quality and external quality,especially related to the real supply-demand chainpractices in the integrated oil and gas industry.
Rights: This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
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