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All Journal Jurnal Entrepreneur dan Entrepreneurship
Kasih, Agatha Febrina
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Humanities Economics, Econometrics & Finance Social Sciences Other

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The Effect of Service Quality and Supply Chain Agility on Customer Satisfaction Mediated by Customer Trust Kasih, Agatha Febrina; Ardyan, Elia
Jurnal Entrepreneur dan Entrepreneurship Vol. 14 No. 1 (2025): Jurnal Entrepreneur dan Entrepreneurship
Publisher : Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/jee.v14i1.5154

Abstract

The aim of this study is to examine how supply chain agility and service quality affect customer happiness, with customer trust serving as a mediating factor. This method of this study is a quantitative research methodology. A total of 266 valid replies were gathered from the online questionnaire and offline paper-based surveys used to collect the data. SEM-PLS was used to evaluate the data. The results show that customer satisfaction is positively impacted by customer trust, service quality has a direct impact on customer satisfaction, supply chain agility has an impact on customer satisfaction, and service quality positively influences customer trust.
Co-Authors Elia Ardyan