Sustainability Supply Chain Management and Service Quality in Jordanian SMEs: Examining the Mediating Effect of Competitive Advantage within the SERVQUAL Framework

Abstract

The purpose of this study is to examine the impact of competitive advantage on Sustainability Supply Chain Management (SSCM) and its role in enhancing service quality among small and medium enterprises (SMEs) in Jordan. Drawing on the Resource-Based View (RBV) theory, the study investigates how supply chain practices can generate sustainable competitive advantage for SMEs. A quantitative descriptive survey design was adopted, and primary data were obtained from 150 SME owners and managers through a structured questionnaire. The proposed hypotheses were tested, and structural relationships were assessed using Smart-PLS. The results reveal that competitive advantage functions as a mediating variable between Sustainability Supply Chain Management (SSCM) and service quality, enabling SMEs to strengthen their market position and improve service quality through operational efficiency. Theoretically, the study extends the application of RBV to the Jordanian SME sector, while the managerial and policy implications emphasize the importance of integrating supply chain and competitive strategies to achieve excellence in service quality.