Linking supply chain service quality and use of information technology on customer satisfaction

Abstract: This research has the aim of analyzing the relationship between the supply chain service quality variable and consumer satisfaction, analyzing the use of information technology variable on consumer satisfaction at the Immigration organization. This research method is associative quantitative research and aims to determine the relationship between two or more variables. In this way, we can build a theory that functions to predict and control a phenomenon. The population in this study were all immigration organization employees. In this research, an analysis model is used, namely Structural Equation Modeling (SEM). In this study, the number of respondents was 613 immigration organization customers. The sampling technique used in this research is nonprobability sampling. In this research, the data collection method used was the questionnaire method. The instrument used to measure this research variable is a 5-point Likert scale. Data processing in this research uses SmartPLS software. The stages of data analysis in this research are the outer model test which includes convergent validity, discriminant validity and composite reliability as well as inner model analysis, namely hypothesis testing. Based on data analysis, it is concluded that Supply chain service quality has a positive and crucial impact on consumer satisfaction. The use of information technology has a positive and crucial impact on consumer satisfaction.

How to cite this paper

 Bawono, S., Sohirin, S., Aji, K., Purnomo, A., Nurkumalawati, I., Wiraputr, A & Wilonotomo, W. (2024). Linking supply chain service quality and use of information technology on customer satisfaction.Uncertain Supply Chain Management, 12(4), 2455-2462.

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