Open AccessQuality of service in the Heineken supply chain, México: an empirical investigation in the west of Mexico
Author(s) -
Omar Alejandro Pérez Cruz,
José de Jesús Amezcua-Vivas,
Johann Mejías-Brito,
Jesús Francisco Tejeda-Castrejón
Publication year - 2020
Publication title -
revista de estrategias del desarrollo empresarial
Language(s) - English
Resource type - Journals
ISSN - 2444-4960
DOI - 10.35429/jbds.2020.18.6.1.8
Subject(s) - supply chain , quality (philosophy) , business , product (mathematics) , service (business) , marketing , work (physics) , process (computing) , service quality , service management , supply chain management , process management , industrial organization , engineering , computer science , mechanical engineering , philosophy , geometry , mathematics , epistemology , operating system
The general objective of this work is to analyze the quality factors of the supply chain service in the western regional direction of the company Cervezas Cuauhtémoc Moctezuma - Heineken México. The analysis was framed in a model proposed by Gohain, Thambiah and Hong (2018) which measures six dimensions of service quality: the object, the process, the infrastructure, the interaction, the environment and social responsibility. A survey was applied as an instrument to collect the responses of active providers in the western region of Mexico. The results were estimated by using STATA 14 to evaluate the relationship between the proposed factors. The results highlight that the quality of the supply chain is influenced by the quality criteria of the product, the process and the interaction. In this way, this research contributes with relevant information that allows them to make quick and practical decisions to use those responsible for the company's supply chain, as well as other economic sectors.