Supply chain is a widely used concept around the world. Nowadays, companies need to integrate their production processes, from the raw materials to the end-user. Supply chain management is a phenomenon that achieves this in a way that ensures customers get reliable and fast service and high quality products at the lowest possible cost. There is very limited and sporadic research on supply chain integration and how it affects supply chain performance. Therefore there is no real understanding of the concept of supply chain integration and how it affects supply chain performance nor is there a holistic model. This paper thus aims to present a model that identifies factors affecting the relationship between supply chain integration and customer delivery performance. After analyzing the collected data on supply chain integration and customer delivery performance, the preliminary model was proposed and completed, and using expert opinion in the Imam Khomeini Oil Refinery the final model and for factors affecting the relationship between supply chain integration and customer delivery performance were presented. To determine how these factors interrelate with each other, the DEMATEL method was then used. The statistical population included the staff at Imam Khomeini Oil Refinery in Shazand. The data, collected through the standard DEMATEL questionnaire, were analyzed using the DEMATEL method and a MATLAB program. The DEMATEL results indicate that intra-organizational factors, institutional norms, technological certainties are causal factors which influence other factors that affect the relationship between supply chain integration and customer delivery performance. Intra-organizational factor have a greater influence also among effect factors, substructures have the greatest influence.
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