<![CDATA[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.]]>
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