The Effect of Information Technology on Retailer Satisfaction Through Supply Chain Management Practices and Retailer-Distributor Relationship in Modern Retailer Surabaya

-

  • Juan Alexander Jiputra Department of Master Management, Faculty of Business and Economics, Petra Christian University Surabaya
  • Zeplin Jiwa Husada Tarigan Department of Master Management, Faculty of Business and Economics, Petra Christian University Surabaya
  • Hotlan Siagian Department of Master Management, Faculty of Business and Economics, Petra Christian University Surabaya
Keywords: Information technology; Retailer satisfaction; Retailer- distributor relationship

Abstract

Supply chain management is vital for manufacturing companies in connecting suppliers, manufacturers, distributors, and corporate customers. The company's products will enter the company's distribution system through distributors, retailers, and end customers. This study examines how to enhance retailer satisfaction by taking into account the application of information technology, supply chain management practices, and retailer-distributor relationships. This study surveyed 86 modern retailers using a five-point Likert scale questionnaire. Data processing used PLS. The results showed that the information technology significantly improves the retailer-distributor relationships with a coefficient of 0.303. Also, information technology affects supply chain management practices with a coefficient of 0.527. Information technology has an effect of 0.281 on retailer satisfaction. The company implementing supply chain management practice improves the retailer-distributor relationship by 0.518, and supply chain management practice affects retailer satisfaction by 0.291. The results also showed that the retailer-distributor relationship affects retailer satisfaction by 0.358. This research provides an insight for the practitioner on how to improve the retailer satisfaction. This paper also contributes to the ongoing research in the field of supply chain management.

References

Ali, S., S., and Dubey, S. (2014). Redefining retailer's satisfaction index: A case of FMCG market in India. Social and Behavioral Sciences, 133, 279-290.

Belás, J., and Gabčová, L. (2014). Reasons for satisfaction and dissatisfaction of bank custo¬mers: a study from Slovakia and the Czech Republic. International Journal of Entrepre¬neurial Knowledge, 2 (1), 4-13

Çankaya, S.Y., and Sezen, B. (2019). Effects of green supply chain management practices on sus-tainability performance. Journal of Manufac¬turing Technology Management, 30(1), 98-121.

Chakrabarty, S., Whitten, D., and Green, K. W. (2011). Understanding service quality and relationship quality in is outsourcing client orientation & promotion, project management effectiveness, and the task-technology-structure fit. Journal of Computer Information Systems, 48(2), 1-15

Cook, L.S., Heiser D. R., Sengupta, K, (2011). The moderating effect of supply chain role on the relationship between supply chain practices and performance: An empirical analysis. Inter¬natio¬nal Journal of Physical Distribution & Logistics Management, 41 (2), 104-134.

Gallan, A. S., Jarvis, C. B., Brown, S. W., and Bitner, M. J. (2013). Customer positivity and partici¬pation in services: an empirical test in a health care context. Journal of the Academy of Marketing Science, 41(3), 338-356.

Giovanis, A.N., Tomaras, P. and Zondiros, D. (2013). Suppliers logistics service quality performance and effect on retailers' behavioral intentions. Procedia - Social and Behavioral Sciences, 7(3), 302 – 309

Grembergen, V. W., and Haes, S. D. (2017). Introduc-tion to IT governance and its mechanisms mini track. Proceedings of the 50th HI Internatio¬nal Conference on System Sciences, DOI: 10.1109/ HICSS.2016.606

Hair, J.F., Sarstedt, M., Ringle, C.M. and Mena, J.A. (2012). An assessment of the use of partial least squares structural equation modeling in market¬ing research. Journal of the Academy of Market¬ing Science, 40(3), 414-433.

Hudnurkar, M., Jakhar, S., Rathod, U. (2014). Factors Affecting Collaboration in Supply Chain: A Literature Review. Procedia-Social and Beha¬vio¬ral Sciences, 133: 189-202.

Huo, B (2013). The impact of dependence and trust on supply chain integration. International Journal of Physical Distribution & Logistics Management, 43 (7), 544-563

Jack, E. P., and Powers, T. L. (2015). Managing strategic supplier relationships: antecedents and outcomes. Journal of Business & Industrial Marketing, 30(2), 129 – 138

Okongwu, U., Brulhart, F. and Moncef, B. (2015). Causal linkages between supply chain manage-ment practices and performance. Journal of Manufacturing Technology Management, 26 (5), 678-702.

Prajogo, D., and Olhager, J. (2011). Supply chain inte-gration and performance: The effects of long-term relationships, information technology, and sharing, and logistics integration. International Journal of Production Economics, 135, 514-522

Reily, M., and Yuliawati, (2019). Retail Minimarket masih tumbuh 1000 gerai tiap tahun. https://kata-data.co.id/opini/2019/01/27/retail-minimarket-masih-tumbuh-1000-gerai-tiap-tahun.

Sugiyono (2017). Metode penelitian kuantitatif kualitatif dan R&D. Bandung: Alfabeta.

Tarigan, Z.J.H., Banana, SR, and Suprapto, W. (2019a). The Impact of Enterprise Resources Planning Implementation in Cross-Functional for Sharing Knowledge and Quality Information in Preparing the Financial Statements. E3S Web of Conferences 130, 01041.

Tarigan, Z.J.H. Siagian, H., and Bua, R.R. (2019b). The Impact of Information System Implemen¬tation to the Integrated System for Increasing the Supply Chain Performance of Manufacturing Companies. IOP Conf. Series: Materials Science and Engineering, 473, 012050.

Tarigan, Z.J.H., Siagian, H., and Suprapto, W (2019c). The Effect of Middle Manager Engagement on SCM Performance through ERP System and SCM Practices. Proceedings of 2019 the 9th International Workshop on Computer Science and Engineering, 47-51.

Tarafdar, M. and Qrunfleh, S. (2016). Agile supply chain strategy and supply chain performance: complementary roles of supply chain practices and information systems capability for agility. International Journal of Production Research, 55 (4), 1-14.

Yang, Z., Jiang, Y., and Xie, E. (2019). Buyer-supplier relational strength and buying firm's marketing capability: An outside-in perspective. Industrial Marketing Management, 82, 27-37.

Zhang, Y., Fang Y., Wei, K, K., Ramsey E., McCole, P., and Chen H. (2011). Repurchase intention in B2C e-commerce A relationship quality perspec-tive. Information & Management. 48 (6), 192- 200.

Zhou, H., Shou, Y., Zhai, X., Wood, C., Wu, X., (2014). Supply chain practice and information quality: A supply chain strategy study. Inter-national Journal of Production Economic, 147 (Part C), 624-633.

Yu, W., Jacobs, M.A., Salisbury, W., Enns, H. (2013). The effects of supply chain integration on customer satisfaction and financial performance: an organizational learning perspective. Inter¬natio-nal Journal of Production Economics, 146(1), 346–358.

Published
2020-12-21
Section
Articles