Multi-objective mathematical model for a sustainable supply chain considering customer satisfaction and SR concepts: NSGAII approach

Purpose – Up to now, researchers have focused on the evaluations of Social Responsibility (SR) in different ways. To best of our knowledge, this is the first study to focus on the Customer Satisfaction and SR concepts simultaneously among the competitive priorities and Sustainable Supply Chain (SSCM).
Design/methodology/approach – This study proposes a mathematical model with four objective functions. Since the nature of the problem is NP-hard, the NSGAII algorithm has been used to solve the problem. Numerical example is applied to test the performance of the mathematical model.
Findings – The comprehensive proposed model helps decision-makers to make efficient decisions and trade-off between costs and customer satisfaction. By applying the non-dominated sorting and also consideration the crowding distance, the final result is obtained. The results are broadly consistent with the theoretical concepts of customer satisfaction, social responsibility and cost of poor quality in sustainable supply chain management. The model included 4 objective functions: Maximizing customer satisfaction, minimizing total cost, minimizing environmental impact, maximizing job opportunities. The results show there is a logic relation between 4 objective functions theoretically. When customer satisfaction is very low (Z1= 0.61), the total cost is too high (Z2=3.54×1010). The optimum solution is Z1= 0.91, Z2= 2.06×1010, Z3= 2304384 and Z4= 207. It means when customer satisfaction is high ( 0.91), the total cost is in the lowest amount (2.06× 1010), the environmental impact is moderated ( 2304384) and job opportunities are increased to maximum value ( 207).

Originality/value – One of the most significant gaps of former researches that they have focused on only the cost of quality, production costs and cost of environmental effects. In this study, we combined the different type’s costs from literature. Additionally, this is the first study to maximize customer satisfaction and job opportunities simultaneously. Also, the model minimizes total costs including Quality and SR costs, production costs, purchasing cost and transportation costs and minimizes the environmental effects of transportation and production.

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Sustainable Supply Chain; Customer Satisfaction; Social Responsibility; Quality concepts; Environmental Effect; NSGAII algorithm.