Dealership performance evaluation in supply chain with DEMATEL and ELECTRE methods

Abstract

The supply chain is a complex system in which a number of companies work together to maintain final customer satisfaction and sustainable success. Supply chain collaboration is important to perform supply chain activities smoothly and gain a general supply chain success. In this study, the importance of dealership performance evaluation in a supply chain is considered. The dealers have a critical role in the supply chain as they are in direct contact with final customers. From this point of view, dealership performance evaluation is one of the important activities in supply chain management. The DEMATEL (Decision Making Trial and Evaluation Laboratory) method is used to determine the importance level and the causal relationship between key performance indicators (KPIs) to be used in dealership performance measurement. In addition, a model has been developed for dealership performance evaluation using the ELECTRE (Elimination Et Choix Traduisant la Realite) method.