The Effect of Service Quality and Supply Chain Agility on Customer Satisfaction Mediated by Customer Trust

The aim of this study is to examine how supply chain agility and service quality affect customer happiness, with customer trust serving as a mediating factor. This method of this study is a quantitative research methodology. A total of 266 valid replies were gathered from the online questionnaire and offline paper-based surveys used to collect the data. SEM-PLS was used to evaluate the data. The results show that customer satisfaction is positively impacted by customer trust, service quality has a direct impact on customer satisfaction, supply chain agility has an impact on customer satisfaction, and service quality positively influences customer trust.