PENGARUH KETEPATAN WAKTU DAN KEANDALAN LAYANAN TERHADAP KEPUASAN PELANGGAN DI PT. KAISER STEEL INDONESIA

ABSTRACT Customer satisfaction in the steel distribution industry is closely associated with a company’s ability to maintain timely deliveries and ensure reliable service processes. This study examines these two aspects at PT. Kaiser Steel Indonesia in Bandung to understand their relationships with customer satisfaction and compare the respective contributions of each variable. The study involved 99 customers selected through a census sampling technique. Data were collected using a closed-ended questionnaire with a Likert scale and analyzed through descriptive statistics and multiple linear regression, followed by partial and simultaneous hypothesis testing and the coefficient of determination. The analysis revealed that service timeliness had a positive and statistically significant relationship with customer satisfaction, with a partial contribution of 33.49%. Service reliability also demonstrated a positive and statistically significant relationship, with a partial contribution of 26.15%. When examined simultaneously, the two variables explained 59.6% of the variation in customer satisfaction, while the remaining 40.4% fell outside the scope of the variables included in the study. The difference in partial contributions indicates that service timeliness contributed more substantially within the research model, without diminishing the role of service reliability. These findings offer practical considerations for the company to maintain consistent delivery schedules, accurate administrative processes, and reliable service in meeting customer needs. ABSTRAK Kepuasan pelanggan pada perusahaan distribusi baja berkaitan dengan kemampuan perusahaan menjaga ketepatan pengiriman sekaligus memastikan setiap tahapan pelayanan berlangsung secara andal. Kedua aspek tersebut dikaji pada PT. Kaiser Steel Indonesia Kota Bandung untuk memahami keterkaitannya dengan kepuasan pelanggan dan membandingkan besarnya kontribusi masing-masing variabel. Penelitian melibatkan 99 pelanggan melalui teknik sampling jenuh. Informasi dikumpulkan menggunakan kuesioner tertutup berskala Likert, kemudian diolah melalui analisis deskriptif dan regresi linear berganda, disertai pengujian hipotesis parsial, simultan, serta koefisien determinasi. Hasil analisis memperlihatkan bahwa ketepatan waktu layanan memiliki hubungan positif dan signifikan dengan kepuasan pelanggan, dengan kontribusi parsial sebesar 33,49%. Keandalan layanan juga menunjukkan hubungan positif dan signifikan, dengan kontribusi parsial sebesar 26,15%. Ketika kedua variabel dianalisis secara bersama-sama, model menjelaskan 59,6% variasi kepuasan pelanggan, sedangkan 40,4% sisanya berada di luar cakupan variabel yang diteliti. Perbedaan kontribusi tersebut menempatkan ketepatan waktu sebagai variabel dengan kontribusi lebih besar dalam model, tanpa mengesampingkan peran keandalan pelayanan. Temuan ini memberikan pertimbangan praktis bagi perusahaan untuk menjaga konsistensi jadwal pengiriman, ketepatan proses administrasi, dan keterandalan pelayanan dalam memenuhi kebutuhan pelanggan.