Improving Industrial Chemical Supply Chain Reliability through Customer Feedback in the Pulp and Paper Sector
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Increasing competition in Indonesia’s pulp and paper industry requires industrial chemical suppliers to strengthen supply chain performance and customer relationships. This study evaluates customer perceptions of chemical quality, supply reliability, service responsiveness, technical support, complaint handling, business communication, and customer value using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Data were collected through questionnaires distributed to customers from eight pulp and paper companies in Indonesia. The results show that chemical quality, supply reliability, and business communication are the main factors supporting supply chain reliability and customer satisfaction. Meanwhile, service responsiveness, technical support, and complaint handling still require improvement due to their influence on operational effectiveness and customer experience. The findings provide practical insights for improving service quality, strengthening customer value, and enhancing long-term competitiveness in the industrial chemical supply chain sector.
Diky Iskandar, Jenderal Achmad Yani University
Diky Iskandar holds a Bachelor of Industrial Engineering (S.T). He is a student at Jenderal Achmad Yani University, Department of Master of Technology Management, Faculty of Manufacturing Technology. The author holds a student position in the institution. The author is interested in management disciplines, with a focus on strategic marketing and the marketing industry. Other areas of interest include marketing strategy and industry-based marketing analysis. He can be contacted at email: diskand7@gmail.com
The Author Contribution are: contributed to conceptualization, methodology, data curation, formal analysis, investigation, and writing – original draft.
Evan Nugraha, Jenderal Achmad Yani University
Dr. Evan Nugraha graduated from Pasundan University in 2019 with a doctorate in management science. At Jenderal Achmad Yani University, Department of Master of Technology Management, Faculty of Manufacturing Technology, the author holds a permanent lecturer position. The author is interested in management disciplines, with a focus on operations management. Supply chain management, logistics management, six sigma and quality management are some other areas. The author's email address is: evannugraha@lecture.unjani.ac.id
The Author Contribution are: as the corresponding author, contributed to supervision, project administration, validation, writing – review and editing, funding acquisition, and resources.
Oviyan Patra, Jenderal Achmad Yani University
Dr. Oviyan Patra is the Head of the Master of Technology Management Study Program at Universitas Jenderal Achmad Yani (Unjani), Faculty of Manufacturing Technology. The author holds an academic leadership position within the program. The author is interested in management disciplines, with a focus on technology management, innovation management, and industrial systems. Other areas of expertise include operational strategy, digital transformation in industry, and applied management systems. He can be contacted at email: oviyan.patra@lecture.unjani.ac.id
The Author Contribution are: contributed to software development, visualization, investigation, data curation, and formal analysis.
Prof. Dr. Jol Stoffers, Maastricht University, School of Business and Economics, the Netherlands
Prof. Dr. Jol Stoffers is graduated from Radboud University, the Netherlands, with a doctorate in Management Science. He currently serves as Professor and Head of the Research Centre for Employability at Zuyd University of Applied Sciences, the Netherlands, and is affiliated with Maastricht University, School of Business and Economics, the Netherlands, as a research fellow and Editorial Board member. His research interests focus on human resource management, employability, organizational behavior, leadership, sustainability, and innovative work behavior. He can be contacted at email: jol.stoffers@zuyd.nl
The Author Contribution are: contributed to conceptualization, supervision, validation, writing – review and editing, and providing academic insights related to management and organizational perspectives.
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Copyright (c) 2026 Diky Iskandar, Evan Nugraha; Oviyan Patra, Prof. Dr. Jol Stoffers
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