Business Performance and the Level of Satisfaction in the System of Supply Chain Fresh Fruit Bunches (FFB) of Oil Palm Bengkulu Province

Bengkulu Province is one of the largest CPO producers in Indonesia. In practice, the fresh fruit bunch (FFB) supply chain involves many intermediary merchants because not all farmers can supply FFB directly to the factory. To provide the best service and minimize the potential failure of FFB supply, it needs to be evaluated based on the company’s performance and the satisfaction with the supplier’s performance. Therefore, this study attempts to measure the performance and satisfaction of business perpetrators in the supply chain in Bengkulu Province. It was conducted in North Bengkulu and Seluma District by representatives of palm oil producer centers in Bengkulu Province. Data were collected by interviews with 120 oil palm farmers, four collector traders in the village, two big traders, and two CPO factories. These data were collected and analyzed using the importance of performance analysis and the customer satisfaction index. The analysis results show that business actors are very satisfied with the performance of the FFB supply chain in Bengkulu, with a CSI value of 84.28%. Enhancing the performance of the supply chain needs to optimize attributes in quadrant 4. Therefore, independent farmers, suppliers, and CPO factories in the CPO supply chain in Bengkulu must collaborate. They have to commit to building a trading information system that is transparent in the CPO supply chains in Bengkulu Province.