The influence of sustainable supply chain management, technology orientation, and organizational culture on the delivery product quality-customer satisfaction nexus

Abstract

The goal of this study is to conceptualize a model for customer satisfaction that integrates sustainable supply chain management (SSCM), technology orientation (TO), organizational culture (OC), and quality of the delivery product based on natural resources and value percept theory. First, this study aims to investigate the precise relation between delivery of product quality in perfect condition and customer satisfaction (CS). It also looked into the mediating effect of SSCM, as well as the moderating effects of TO and OC. Using PLS software, this study tested hypotheses by collecting data from 350 Bangladeshi textile and apparel industries. The study's findings revealed a significant partial mediation effect of SCM. The results also showed that the positive moderation role of OC is insignificant and the negative moderating role of TO is significant. Overall, the findings will aid management in the textile industry's theoretical and practical understanding of the impact of SSCM, TO, but also OC on the link between product delivery condition and CS.

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