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Purpose The purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium enterprises (SMEs), and present two models which propose and validate that contributions toward SQ, made by both the manufacturing unit and distribution firm lead to satisfaction which consequently results in business-to-business (B2B) loyalty. Design/methodology/approach The research design for this study includes a combination of literature review, exploratory interviews with a focus group and a questionnaire survey conducted through interview schedule from 101 information rich and willing respondents working in SMEs of northern India. Findings The paper brings out scales foe measuring organizational (internal) and distributor (external) SQ. Further, two models using structural equation modeling are developed. Model-I examines the effect of organizational SQ on distributor SQ. Model-II examines the impact of distributor SQ on satisfaction and loyalty and also tests a set of four propositions related to their working relationship. The models are empirically tested and are found to be fit. Research limitations/implications Future researchers may validate these scales, and empirically test the proposed models in alternate settings. Insights derived from this study may be transferred to other partnerships, which may exist in a manufacturing supply chain including suppliers, employees, retailers and end consumers. Practical implications This study would be of interest to SME practitioners interested in improving SQ with their distributors. The study also finds support for strengthening collaborative relationships with B2B partners to achieve a win-win situation. Originality/value There are very few empirical studies that measure SQ w.r.t. distribution function in SMEs and the concept is in nascent stage, especially in Indian setting.

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This study investigates the role played by service quality at manufacturer-distributor junction in small-medium manufacturing units, and presents a model that proposes and validates that contribution towards service quality on behalf of both the distributor and manufacturer leading to satisfaction as well as loyalty. The research design for this study includes a combination of literature review, exploratory interviews and a questionnaire survey conducted through interview schedule from 101 respondents working in different small-medium manufacturing units (SMEs) of North India. The study uses Structural Equation Modeling (SEM) to develop dual directional scales to measure service quality at manufacturer-distributor junction besides testing a set of propositions related to service quality. A model showing linkages of manufacturing organization's service quality with distributor service quality leading to mutual satisfaction and loyalty is developed. The model is empirically tested and is found to be fit. This study would be of interest to SME practitioners interested in improving service quality w.r.t. distributors. This study finds support for strengthening relationships with distributors to achieve a win-win situation. Future researchers may validate this scale, and empirically test the proposed model in similar settings. Insights derived from this study may be transferred to other junctions of a manufacturing supply chain such as suppliers, retailers, employees and end customers.

The present work explores the use of argemone mexicana (non-edible and adulterer to mustard oil) biodiesel in multicylinder compression ignition, indirect injection engine. Argemone Mexicana biodiesel was produced by transesterification process and the important physico-chemical properties of various blends were investigated. Blends of diesel/biodiesel (AB10, AB20, AB30 and AB40) were prepared and used for analysing the engine performance and emission characteristics at varying loads (0, 25, 50 and 75%) and speeds (2500–4000 r/min). The results show improvement in indicated thermal efficiency and indicated specific fuel consumption with increased proportion of biodiesel in diesel, when compared to conventional diesel. In addition, exhaust emissions such as carbon monoxide, unburnt hydrocarbon and smoke opacity were significantly reduced by AOME/diesel blends. The improvement in engine performance and exhaust emissions were observed up to 30% blending of AOME/diesel. Beyond that, higher blend (AB40) showed deterioration in performance characteristics in contrast to AB30 but still better as compared to conventional diesel.