Pengaruh Operation Process dan Supply Chain Management terhadap Service Quality dan Product Quality pada Industri Quick Service Restaurant di Indonesia

Chelsea Chentika Priscylla (Universitas Trisakti)
Wahyuningsih Santosa (Universitas Trisakti)
Ratna Darasih (Universitas Trisakti)
Hanafis Hanafis (Universitas Trisakti)

Profit: Jurnal Manajemen, Bisnis dan Akuntansi
Vol. 5 No. 3 (2026): Agustus: Profit: Jurnal Manajemen, Bisnis dan Akuntansi

This study aims to analyze the influence of operation processes and Supply Chain Management on Service Quality and Product Quality within the Quick Service Restaurant (QSR) industry in Indonesia. A quantitative approach was employed using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method. Data were collected via questionnaires distributed to 150 operational employees of QSRs in West Jakarta, selected using a purposive sampling technique. The results indicate that operation processes have a positive effect on Service Quality; Supply Chain Management has a positive effect on both Service Quality and Product Quality; operation processes have a positive effect on supply chain management; and Service Quality has a positive effect on Product Quality. However, operation processes do not have a significant effect on Product Quality. The findings demonstrate that the effectiveness of operational processes and integrated Supply Chain Management plays a crucial role in determining service and Product Quality in the QSR industry. This study is expected to contribute to the advancement of operations and Supply Chain Management knowledge and provide insights for fast-food companies seeking to enhance their competitiveness through the optimization of operational processes and Service Quality.through the optimization of operational processes, supply chain management, and Service Quality.