Determining Service Quality Dimensions for Sourcing Bulk Commodities: A Case Study of the Power Utility Sector

Abstract

This article provides the service quality dimensions for sourcing bulk commodities by power utility organisations. A web-based census survey questionnaire was used to collect the data from the employees and suppliers in the bulk commodity industry associated with the national power utility. Factor analysis was applied, and the three clusters of dimensions were identified. The identified dimensions are logistics, professionalism, flexibility, cost, quality, reliability, accessibility and capacity. These dimensions were clustered into three themes, namely, capability, product and delivery. These themes can be used as performance indicators during the execution of the contract, as suppliers deliver the commodity.

Keywords: Service quality, SERVQUAL, power utility, bulk commodities, sourcing, commodities, supply chain