Quantifying the Mediation of Firm's Internal Integration on Supply Chain Uncertainty and Customer Satisfaction: Study from Oil and Lubricant industry
International Journal of Business and Social Dynamics, 01(01), 54-72.
Keywords:
Internal Integration, Supply Chain Performance, Oil and LubricantAbstract
This study evaluates the facets of Supply Chain Uncertainty, Strategy Innovation, Firm's Internal Integration, and Customer Satisfaction within the Oil and Lubricant Industry of Pakistan. In this explanatory research, a model is developed to validate the premise of drafting a value-creating Firm's internal Integration to assist and implement in Oil and Lubricant Industry. The study exploits the primary data source from 150 professionals working in Industry; Structural Equation Modelling analyzes data from the respondents. The antecedent of Supplier uncertainty negatively affects firm’s internal integration and Customer satisfaction. In contrast, Technology Uncertainties positively affect Customer satisfaction. However, the moderating effect of Strategy Innovation amplifies the relationship between Firm' Internal Integration and Customer Services. To increase Firm's Internal Integration, managers need to comprehend the dynamics of Supply Chain uncertainty and adopt strategies for innovation to satisfy end customers. The study exclusively focuses on Oil and Lubricant Industry of Pakistan and the first of its kind. In contrast, previous research about Supply Chain Uncertainty and Integration has been conducted outside Pakistan. Future examinations can include more elements and can increase the demographic horizon by involving other industries as well. It is recommended to take Supply Chain Resilience as a mediating variable in studies to evaluate firms' integration effect. The study results make a theoretical contribution to existing literature due to analyzing the mediating effect of a Firm's internal Integration among Uncertainty and Customer satisfaction yet moderating through Strategy Innovation within the context of Oil and Lubricant Industry of Pakistan.
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Copyright (c) 2025 Mudasser Ali Khan, Syed Muhammad Fahim, Farhat Naseem
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