Understanding big data-driven supply chain and performance measures for customer satisfaction

Abstract

Purpose

Supply chain analytics with big data capability are now growing to the next frontier in transforming the supply chain. However, very few studies have identified its different dimensions and overall effects on supply chain performance measures and customer satisfaction. The aim of this paper to design the data-driven supply chain model to evaluate the impact on supply chain performance and customer satisfaction.

Design/methodology/approach

This research uses the resource-based view, emerging literature on big data, supply chain performance measures and customer satisfaction theory to develop the big data-driven supply chain (BDDSC) model. The model tested using questionnaire data collected from supply chain managers and supply chain analysts. To prove the research model, the study uses the structural equation modeling technique.

Findings

The results of the study identify the supply chain performance measures (integration, innovation, flexibility, efficiency, quality and market performance) and customer satisfaction (cost, flexibility, quality and delivery) positively associated with the BDDSC model.

Originality/value

This paper fills the significant gap in the BDDSC on the different dimensions of supply chain performance measures and their impacts on customer satisfaction.

Citation

Thekkoote, R. (2022), "Understanding big data-driven supply chain and performance measures for customer satisfaction", Benchmarking: An International Journal, Vol. 29 No. 8, pp. 2359-2377. https://doi.org/10.1108/BIJ-01-2021-0034