PENGARUH MANAJEMEN PERSEDIAAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DI NATSU COFFEE AGUS SALIM
DOI:
https://doi.org/10.61722/jaem.v3i3.12300Keywords:
Customer Satisfaction; Inventory Management; PLS-SEM; Product Quality; SmartPLSAbstract
This study aims to determine and analyze the influence of inventory management and product quality on customer satisfaction at Natsu Coffee Agus Salim, a newly operating Japanese-themed coffee shop in Bekasi. Data were collected through questionnaires distributed to 100 customer respondents selected using a purposive sampling technique, and were analyzed using the Partial Least Square- (PLS-SEM) method with the assistance of SmartPLS 4.0 software. The measurement model evaluation showed that all indicators were valid, with outer loading values above 0.70, Average Variance Extracted (AVE) above 0.50, Cronbach's Alpha above 0.90, and Composite Reliability above 0.90 for all constructs. The structural model results indicate that inventory management has a positive and significant effect on customer satisfaction, with a path coefficient of 0.291, a T-statistic of 2.263, and a p-value of 0.024. Product quality also has a positive and significant effect on customer satisfaction, with a path coefficient of 0.318, a T-statistic of 2.673, and a p-value of 0.008. Thus, both hypotheses (H1 and H2) are accepted, and the two variables together (H3) also have a simultaneous significant effect. The R-square value of 0.871 indicates that inventory management and product quality jointly explain 87.1% of the variance in customer satisfaction, categorized as substantial. Effect size (f²) analysis further shows that both variables contribute a large effect, with product quality (f² = 1.889) being relatively more dominant than inventory management (f² = 1.347). These findings imply that consistent raw material availability and stable product quality are strategic priorities for coffee shop management seeking to strengthen customer satisfaction and competitiveness.
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