| Issue |
E3S Web Conf.
Volume 136, 2019
2019 International Conference on Building Energy Conservation, Thermal Safety and Environmental Pollution Control (ICBTE 2019)
|
|
|---|---|---|
| Article Number | 04089 | |
| Number of page(s) | 6 | |
| Section | Urban Public Safety | |
| DOI | https://doi.org/10.1051/e3sconf/201913604089 | |
| Published online | 10 December 2019 | |
A Study on the Impact of Supplier Performance towards Achieving Retailer Satisfaction
Faculty of Business and Information Science, UCSI University, Jalan Menara Gading, 56000 Cheras, Kuala Lumpur, Malaysia.
* Corresponding author’s e-mail: dazmindaud@ucsiuniversity.edu.my
Nowadays, the objective of achieving customer satisfaction has become more and more important in order to maintain organization’s competitive advantage within its industry. This study aims to identify the supplier’s performance focuses on the service quality present provided to retailers. The independent variables for this study include reliability, responsiveness, assurance, empathy, tangible and consistency. This study was conducted among retailers in Taman Connaught, Cheras and the interview questionnaires were distributed to 5 respondents to test the degree of satisfaction in terms of the five components of service quality and consistency. The collected data was analyzed by classified the respondents into respective groups namely “satisfied retailers” and “dissatisfied retailers”. This study provides several constructive recommendations to the suppliers to improve their performance such as create a commitment, track mistakes, invest in training and development and organize quality circles.
© The Authors, published by EDP Sciences, 2019
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.
Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.
Initial download of the metrics may take a while.