Pengaruh Supply Chain Management Terhadap Kinerja Oprasional dan Kepuasan Pelanggan Melalui Efisiensi pada Toko Kue Jo Pastry

Juaini Muhtar; Muh. Fahrurrozi; Evilia Rochmi

doi:10.55681/sentri.v5i8.7058

Authors

Juaini Muhtar Universitas Hamzanwadi
Muh. Fahrurrozi Universitas Hamzanwadi
Evilia Rochmi Universitas Hamzanwadi

DOI:

https://doi.org/10.55681/sentri.v5i8.7058

Keywords:

Supply Chain Management, Distribution Efficiency, Operational Performance, Customer Satisfaction, SEM-PLS, Bakery and Pastry

Abstract

The increasing competition in the bakery and pastry industry requires businesses to effectively manage their supply chains in order to improve operational efficiency, operational performance, and customer satisfaction. Jo Pastry Cake Shop, as a business engaged in cake production and sales, needs to optimize raw material management, production processes, distribution activities, and customer services through the implementation of an integrated Supply Chain Management (SCM) system. This study aims to analyze the effect of Supply Chain Management on operational performance and customer satisfaction through distribution efficiency as a mediating variable at Jo Pastry Cake Shop. This research employed a quantitative approach with an explanatory research design. Data were collected through questionnaires distributed to 100 Jo Pastry customers selected using purposive sampling. The data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the assistance of SmartPLS software. The results indicate that Supply Chain Management has a positive and significant effect on distribution efficiency, with a path coefficient of 0.717 (t-statistic = 13.049; p-value = 0.000). Distribution efficiency also has a positive and significant effect on operational performance, with a coefficient of 0.648 (t-statistic = 8.552; p-value = 0.000), and on customer satisfaction, with a coefficient of 0.621 (t-statistic = 9.354; p-value = 0.000). Furthermore, distribution efficiency significantly mediates the relationship between Supply Chain Management and both operational performance and customer satisfaction. This study concludes that effective Supply Chain Management through improved distribution efficiency can strengthen operational performance and enhance customer satisfaction at Jo Pastry Cake Shop.

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