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Dewi Nusraningrum, Dewi
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The Impact of Sustainable Supply Chain Management, Service Innovation, and Product Innovation on Customer Satisfaction with Competitive Advantage as a Mediating Variable in a Telecommunications Company: The Impact of Sustainable Supply Chain Management, Service Innovation, and Product Innovation on Customer Satisfaction with Competitive Advantage as a Mediating Variable in a Telecommunications Company Raymond, Sihar; Nusraningrum, Dewi
International Journal of Social and Management Studies Vol. 6 No. 3 (2025): International Journal of Social and Management Studies (IJOSMAS)
Publisher : IJOSMAS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5555/ijosmas.v6i3.487

Abstract

This study analyzes the impact of Sustainability Supply Chain Management (SSCM), Service Innovation, and Product Innovation on Competitive Advantage and Customer Satisfaction at PT X, with Competitive Advantage as a mediating variable. Data from 71 respondents were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The results show that SSCM positively affects Customer Satisfaction (p-value = 0.000) but does not impact Competitive Advantage (p-value = 0.606). Service Innovation has no significant effect on either Competitive Advantage or Customer Satisfaction (p-value = 0.303 and p-value = 0.363). Product Innovation negatively affects Competitive Advantage (p-value = 0.001) but positively impacts Customer Satisfaction (p-value = 0.000). Competitive Advantage mediates the relationship between Product Innovation and Customer Satisfaction (p-value = 0.033), but does not mediate the relationship between SSCM and Customer Satisfaction or Service Innovation and Customer Satisfaction. These findings suggest that PT X should focus on product innovation to enhance competitive advantage, while improving sustainability and service innovation communication to maximize customer satisfaction
Co-Authors Ahmad, Fauziah Sh Ahrul Putra Mangku Ali Hanafiah Bakhour, Alyssa Edwina Imad Khalid Cheriani, Cheriani Dairatil Irvan, Syamsu Dewi, Kayla Rosantya Dian Widi Astuti, Budi Irawan Prima Putra, Dian Widi Astuti, Dwisilo, Yuwono Sucipto Fachry Abda El Rahman Fiyanzar, Adin Eka Guilin, Xie Henry, Henry Hutabarat, Igleysias Rheinhart Indra Setiawan Jajang Gunawijaya, Jajang Jiao, Deng Kusuma, Prima Wijaya Laylatushufa, Nazilah Mahendra, Dendi Mas Wahyu Wibowo Meriyati Meriyati Mulyatri, Egit Novi Anggraini, Novi Nugraha, Irfan Osman Arofat, Osman Pangestu, Prayoga Pratama, Agung Satrya Adi Putra, Agus Jerry Suarjana Raymond, Sihar Rinditayoga, Naufal Rizki Rizky, Dede Sawarni Hasibuan Sonny Indrajaya Sulisyadi, Yohanes Sumianto Sumianto Suriyanti R. Tukhas Shilul Imaroh Yosi Pahala, Yosi Yuwono Sucipto Dwisilo, Yuwono