Master of Science in Management

Faculty / School

School of Business Studies (SBS)


Department of Management

Date of Submission

Spring 2024-4-15


Dr. Rameez Khalid, Associate Professor, Department of Management, Institute of Business Administration, Karachi

Committee Member 1

Dr. Ashar Saleem, Assistant Professor and Director Graduate Programs SBS, Department of Management

Committee Member 2

Dr. Amer Iqbal Awan, Assistant Professor and Director Undergraduate Program SBS, Department of Management

Project Type

MS Management Research Project

Access Type

Restricted Access


Purpose: The primary objectives of this study are to examine the impact of the dimensions of the INDSERV (Industrial Service Quality) scale to assess service quality, namely, Potential Quality, Hard-Process Quality, Soft-Process Quality, and Output Quality – on Supplier Relationship Management and consequently Organizational Performance. Moreover, the moderating role of Supplier Collaboration is also examined.

Design Methodology/Approach: The proposed model of this study is examined through PLS-SEM (Partial Least Squares - Structural Equation Modeling) using the SmartPLS software. A total of 203 respondents belonging to various financial institutions were sampled.

Findings: This study suggests that the dimensions of service quality used in INDSERV positively influence Supplier Relationship Management (SRM) and subsequently Organizational Performance (OP) except the Soft-Process Quality. Moreover, SRM is found to mediate the relationship between the dimensions of service quality used in the INDSERV instrument and Organization Performance. Finally, Supplier Collaboration is also found to moderate the relationship between SRM and OP.

Practical Implications: Organizations, more specifically the supply chains of those organizations can use this study’s findings to improve their service quality by focusing on the dimensions of INDSERV and their relationship with SRM and Organizational performance. Specifically, the findings suggest that managers can improve their supply chains by ameliorating their SRM practices via concentrating on the specific dimensions of service quality used in this study for organization which operate particularly in the B2B domain.

Originality/Value: This research is the first of its kind which examines the influence of the dimensions of service quality, used in INDSERV, on SRM and subsequently on Organizational Performance. Furthermore, this study also uniquely assesses whether Supplier Collaboration moderates the relationship between SRM and OP.

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