Peran Mediasi Delivery Order dalam Hubungan Kualitas Layanan, Kualitas Produk, dan Kepuasan Pelanggan di Toko Devia Grosir Srono Banyuwangi

Mushaq Syamsuar; Abdul  Nafi' Nur Fauzan; Ahmad Zaki Al Fanani; Muhammad Mahalli Rofii Rofii

Authors

Mushaq Syamsuar University of Darussalam Gontor, Ponorogo, Indonesia
Abdul Nafi' Nur Fauzan University of Darussalam Gontor, Ponorogo, Indonesia
Ahmad Zaki Al Fanani University of Darussalam Gontor, Ponorogo, Indonesia
Muhammad Mahalli Rofii Rofii University of Darussalam Gontor, Ponorogo, Indonesia

Keywords:

Service Quality, Product Quality, Delivery Order, Customer Satisfaction, PLS-SEM

Abstract

Customer satisfaction in small grocery retailing may depend not only on service and product quality but also on how orders are delivered. This study examines the relationships between service quality, product quality, and customer satisfaction, with delivery order as a mediator, at Devia Grosir in Srono, Banyuwangi, Indonesia. A quantitative survey involved 43 customers who used the store's delivery service. Likert-scale questionnaire responses were analyzed using partial least squares structural equation modeling (PLS-SEM) in SmartPLS 3. Neither service quality (β = 0.018; p = 0.928) nor product quality (β = 0.147; p = 0.429) showed a statistically significant direct relationship with customer satisfaction. Delivery order, however, was positively associated with satisfaction (β = 0.502; p = 0.010), while both service and product quality showed significant positive relationships with delivery order. The indirect relationship between service quality and satisfaction through delivery order was significant (β = 0.172; p = 0.023), whereas the corresponding indirect relationship for product quality was not (p = 0.071). These findings identify delivery execution as a relevant pathway linking customers' perceptions of service quality to satisfaction. The results are specific to the surveyed store and do not establish causal effects.

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