The Effect of IT Service Quality Attributes on Supply Chain Management and Performance

Nowadays, where most of the leading economies are service oriented and e-business is being widely used for their management, supply chain management has become one of the most studied and practiced fields. Quality has an important role on today’s business processes, so it is important to understand the impact of IT service quality on the performance of supply chains. This paper will start by analyzing the Supply Chain Operations Reference (SCOR) model and each of its five activities: Plan, Source, Make, Delivery, and Return. This article proposes a framework for analyzing Effect of IT Service Quality on Supply Chain Performance. Using the proposed framework, hypotheses are framed for the direct effect of IT service quality on Supply Chain Performance and its indirect effect through effective Supply Chain Management. The framework will be validated empirically based on the surveys of executives of various organizations and statistical analyses of the data collected. Keywords—IT service quality, SCOR model, Supply Chain Management, Supply Chain Performance