A decision support system assessing the trust level in supply chains based on information sharing dimensions

Assessing customer trust in suppliers with regards to its influencing factors is an important open issue in supply chain management literature. In this paper, a customer trust index is designed as the trust level arising from the information sharing degree and quality, related to the information shared by a supplier with his customer. The customer trust level is evaluated using a fuzzy decision support system integrating information sharing dimensions. The core is a rule-based system designed using the results of questionnaires and interviews with supply chain experts. Several tests were generated in order to analyze the impact of the different information sharing attributes on the customer trust index. The developed approach is then applied to a real supply chain from the textile industry. Results show large differences of weight and impact between the different information-related factors that build the customer trust index. It is also shown that the proposed system has an important role in ensuring the objectivity of the trust assessment process and in helping decision makers evaluate their business partners.

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