Pengaruh Kualitas Layanan dan Distribusi Barang terhadap Kepuasan Pelanggan di PT Kapedi Samudera Jaya Surabaya
DOI:
https://doi.org/10.59024/jise.v4i4.2700Keywords:
B2B Customers, Customer Satisfaction, Goods Distribution, Multiple Regression, Service QualityAbstract
Reliable service and accurate goods distribution are essential in business-to-business distribution because customers evaluate both service interactions and delivery outcomes. This cross-sectional quantitative study examines the statistical association of service quality and goods distribution with customer satisfaction at PT Kapedi Samudera Jaya Surabaya. The sampling frame comprised 88 customer businesses that remained active for at least the last six months. Data were collected on 19–22 September 2026 through a 30-item Likert questionnaire. A primary sample of 75 responses was predetermined using Hair et al.’s minimum of five observations for each of 15 conceptual indicators. Of 82 complete eligible returns, the first 75 by submission time were used in the primary analysis, while all 82 were examined in a sensitivity analysis. Multiple linear regression showed positive associations between service quality and customer satisfaction (B = 0.413; β = 0.619; t = 9.089; p < 0.001) and between goods distribution and customer satisfaction (B = 0.338; β = 0.533; t = 7.821; p < 0.001). The model was significant (F = 71.861; p < 0.001) and explained 66.6% of satisfaction variance. The sensitivity analysis produced the same direction and significance. These findings support coordinated improvements in customer-facing service and physical distribution, but do not establish causality beyond routine customers of the studied company.
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