Search results

This study aims to conceptualise a customer-centric model based on an online customer experience (OCE) construct, mediated by e-loyalty (EL) and e-trust (ET), to improve the continuous usage intention (CUI) of Indian digital banks from Generation Y and Z perspectives.

This study used an online survey method to gather data from a sample of 466 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using PLS-SEM to further study the research hypotheses.

The main factors that determine digital banks’ OCE are perceived enjoyment, e-service quality, information quality and e-convenience. Additionally, relevant constructs were evaluated using an importance-performance map analysis.

This study used convenience sampling for the urban population using digital banking; therefore, the outcome may be generalised to a limited extent. It would be valuable to imitate studies in other countries to strengthen digital banking further.

There is a lack of research on digital banking and OCE in India; thus, this study helps rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between OCE, EL, ET and the bottom line of financial institutions, using these factors as dependent variables instead of traditional measures.

The purpose of this study is to identify and prioritize capabilities and practices to ensure a resilient supply chain during an unexpected disruption. In addition, this study ranks maturity factors that influence the main capabilities identified.

This paper is conducted in three stages. First, capabilities and practices are extracted through a literature review. Second, capabilities and practices are ranked using the analytical hierarchical process method. Third, a gray technique for order preference by similarity to ideal solution method is used to rank maturity factors influencing capabilities.

The findings indicate that responsiveness, readiness, flexibility and adaptability are the most important capabilities for supply chain resilience. Also, commitment and communication are the highest maturity factors influencing resilience capabilities.

The findings provide a hierarchical vision of capabilities and practices for industries to increase resilience. Limitations of the paper are related to capabilities, practices and number of experts consulted.

This paper highlights the importance of high-maturity practices in resilience capability adoption. The findings of this study will encourage decisions-makers to increase maturity practices to build resilience against disruption.

The paper reveals that developing powerful capabilities, good practices and a high level of maturity improve supply chain resilience.

Supply chain vulnerability (SCV) analysis is vital for manufacturers globally because it creates a pathway for building resilient supply chains in uncertain environments. This study aims to identify drivers of SCV in the Indian manufacturing sector.

Sixteen drivers were identified from the literature review and followed by expert interviews. Interpretive structural modeling was used to determine the hierarchical structural relationship among identified SCV factors.

It was found that risk is not a board room agenda. Misaligned performance measures with incentives and lack of risk dashboard are the causal factors of SCV. Supply chain security, centralized production and distribution and lack of trust in the supply chain were driven factors.

This provides new insights to assess and prioritize initiatives for supply chain sustainability in terms of continuing business operations. The structural model provides a systemic view of SCV and helps reduce vulnerability.

This study examines the relationship between multi-layer supply chain flexibility (MSCF) and Supply chain resilience (SCR). Further, it looks at the moderating effect of environmental dynamism (ED) and supply chain risks (SCRI) on the relationship between MSCF and SCR.

Executives from the pharmaceutical, agri-food, electronics, automobile and textile industries were invited to complete a self-administered questionnaire. We received feedback from a total of 302 participants. Prior to conducting the primary analysis, we addressed the potential for nonresponse bias and verified the assumptions of homoscedasticity and normal distribution of the data. The reliability and validity of the constructs were established through confirmatory factor analysis. Structural equation modelling is employed for the purpose of conducting hypothesis testing.

The results demonstrate a notable influence of MSCF on SCR, particularly in settings characterized by high levels of ED and SCRI. The study highlights the importance of flexibility in multiple aspects of the supply chain to build resilience against a range of disruptions and uncertainties.

The study presents the fundamental role of Multi-Layer Flexibility in building up SCR. The results of this study reinforce the existing literature and offers empirical evidence for how ED, SCRI moderates the influence between MSCF to SCR. These results offer valuable information to both supply chain specialists and researchers for building comprehensive strategy to bring resilience in supply chains.

Natural disasters cause serious operational risks and disruptions, which further impact the food supply in and around the disaster-impacted area. Resilient functions in the supply chain are required to absorb the impact of resultant disruptions in perishable food supply chains (FSC). The present study identifies specific resilient functions to overcome the problems created by natural disasters in the FSC context.

The quality function deployment (QFD) method is utilized for identifying these relations. Further, fuzzy term sets and the analytical hierarchy process (AHP) are used to prioritize the identified problems. The results obtained are employed to construct a QFD matrix with the solutions, followed by the technique for order of preference by similarity to the ideal solution (TOPSIS) on the house of quality (HOQ) matrix between the identified problems and functions.

The results from the study reflect that the shortage of employees in affected areas is the major problem caused by a natural disaster, followed by the food movement problem. The results from the analysis matrix conclude that information sharing should be kept at the highest priority by policymakers to build and increase resilient functions and sustainable crisis management in a perishable FSC network.

The study suggests practical implications for managing a FSC crisis during a natural disaster. The unique contribution of this research lies in finding the correlation and importance ranking among different resilience functions, which is crucial for managing a FSC crisis during a natural disaster.