Open AccessThe effect of supply chain integration on customer loyalty: The mediating roles of operational performance and customer satisfaction
Author(s) -
Sudirman Zaid,
Alida Palilati,
Radita Andriana Madjid,
Somayeh Ahmadi Seyed Abadi
Publication year - 2021
Publication title -
uncertain supply chain management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.395
H-Index - 16
eISSN - 2291-6830
pISSN - 2291-6822
DOI - 10.5267/j.uscm.2021.8.002
Subject(s) - business , customer satisfaction , supply chain , loyalty business model , marketing , loyalty , customer retention , supply chain management , customer advocacy , process management , service quality , service (business)
The objective of the research is to examine the role of Supply Chain Integration (SCI) which consists of; suppliers, customers, and internal integration in building customer loyalty. This study uses data from 308 top managers of Tuna Fillets SMEs Industries in Southeast Sulawesi Province, Indonesia as respondents. The research model was analyzed by using PLS-SEM. The research found that SCI had a significant direct effect on operational performance and customer satisfaction. The research also found that operational performance and customer satisfaction had some impacts on increasing loyalty of Tuna Fillets SMEs Industries customers. The results of the analysis also provide information that operational performance and customer satisfaction can be a mediator of the influence of Supply Chain Integration.