Investigating the Effect of Observing the Ethical Principles on the Service Quality of the Supply Chain Management in Electronic Customs from the Perspective of Customer Satisfaction (Case Study: Shahid Raja’ei Customs)

In this study, the concept "service quality of supply chain management" is introduced in electronic customs and its aspects and its relationship with the elevation of the attentions to the ethical principles in respect to customers will be investigated so as to reach maximal recognition of this concept and the position that it can have in developing the electronic customs. The present study aims at evaluation of the attentions to the ethical principles in respect to the customers as well as the effect of the service quality in the electronic customs’ supply chain during the last quarter of 2018.

This study is a correlational, survey and applied research. The study population included the individuals who have referred to customs so it is unlimited; the study sample volume was calculated equal to 384 individuals based on Cochran formula. The data were investigated using SPSS 21 and PLS software and the goodness of fit indices were computed.

The findings signified that four key factors have been identified for assessing the supply chain; four key factors for assessing the attentions to the ethical principles in respect to the customers and also four factors for assessing the quality of services; the study’s model was eventually proposed accordingly. The proposed model was confirmed using such techniques as factor analysis and structural equation modeling.

Principles like honesty and trustworthiness have been observed from the beginning to the end of the article.

The results indicated that not only the supply chain management directly influences the attentions to the ethical principles in respect to the customers but also the intermediary effect of the service quality has been confirmed. There was also found a positive and significant relationship between the supply chain management and attention to the ethical principles in respect to the customers as well as between the supply chain management, service quality and attention to ethical principles in respect to customers (P>0.05). This way, the customers can be also made satisfied. As for the observance of the ethical principles, it can be expressed that there are ethical codes and standards like SA8000 and ISO26000 that can be instructed or outsourced from the well-qualified international firms. The companies are required to get familiar with these codes and take advantage of the business sustainability.