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All Journal JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK
Diky Iskandar
Jenderal Achmad Yani University
Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering Transportation

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Improving Industrial Chemical Supply Chain Reliability through Customer Feedback in the Pulp and Paper Sector Diky Iskandar; Evan Nugraha; Oviyan Patra; Prof. Dr. Jol Stoffers
Jurnal Manajemen Industri dan Logistik Vol. 10 No. 2 (2026): Vol. 10 No. 2 (2026)
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v10i2.1845

Abstract

Increasing competition in Indonesia’s pulp and paper industry requires industrial chemical suppliers to strengthen supply chain performance and customer relationships. This study evaluates customer perceptions of chemical quality, supply reliability, service responsiveness, technical support, complaint handling, business communication, and customer value using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Data were collected through questionnaires distributed to customers from eight pulp and paper companies in Indonesia. The results show that chemical quality, supply reliability, and business communication are the main factors supporting supply chain reliability and customer satisfaction. Meanwhile, service responsiveness, technical support, and complaint handling still require improvement due to their influence on operational effectiveness and customer experience. The findings provide practical insights for improving service quality, strengthening customer value, and enhancing long-term competitiveness in the industrial chemical supply chain sector.
Co-Authors Evan Nugraha Oviyan Patra Prof. Dr. Jol Stoffers