Title: Analysis of critical success factors of e-commerce service supply chain

Authors: Ramji Nagariya; Venkataiah Chittipaka; Manish Mohan Baral; Bharat Singh Patel

Addresses: Department of Operations, GITAM Institute of Management, GITAM (Deemed to be University), Visakhapatnam, India ' Department of Operations, GITAM Institute of Management, GITAM (Deemed to be University), Visakhapatnam, India ' Department of Operations, GITAM Institute of Management, GITAM (Deemed to be University), Visakhapatnam, India ' Thiagarajar School of Management, Pamban Swamy Nagar, Thiruparankundram, Madurai District, Tamil Nadu, 625015, India

Abstract: The purpose of this research is to identify, establish interrelationships and levels among the enablers of the e-commerce service supply chain (SSC). Nineteen enablers were selected after extensive literature review and suggestions of the experts. Interpretive structure modelling was used for analysing the enablers of e-commerce SSC and MICMAC analysis categorised the enablers into four clusters. For data validity and applicability an empirical case study was taken from an Indian e-commerce SSC. Major findings are that enablers - 'information and technology management', 'commitment from top management', 'maintaining a relationship with logistics service integrator', 'knowledge flow management', 'updating suppliers, LSI and customers in real-time', 'information flow management' and 'service recovery management' are having high driving and low dependence power. These enablers are identified as independent enablers and are required to be handled carefully. This study will help managers in making better decisions, enabling them to operate e-commerce SSC more effectively and efficiently.

Keywords: e-commerce; electronic commerce; service supply chain; SSC; performance improvement; interpretive structural modelling; ISM; MICMAC.

DOI: 10.1504/IJSOM.2024.136802

International Journal of Services and Operations Management, 2024 Vol.47 No.2, pp.169 - 197

Received: 12 Sep 2021
Accepted: 30 Oct 2021
Published online: 22 Feb 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article