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How Service Quality and Price Fairness Drive Customer Satisfaction in Distribution Services

Year: 2026

Type: article

Abstract: Customer satisfaction in competitive distribution markets increasingly depends on service performance and price fairness, making both factors important to sustain positive customer evaluations. The study aims to analyze the influence of service quality and price on customer satisfaction at PT. Mitra Niaga Distribusindo in Bogor. Quantitative methods were used. A purposive sampling technique was used to select a sample of 46 respondents. The instrument was a Likert scale questionnaire with 1-5 validity and reliability tests. Data were analyzed using multiple linear regression. Partially, service quality and price have a positive and significant effect on customer satisfaction. Together, both variables significantly affect customer satisfaction. This study implies that companies should improve service quality consistency and optimize pricing strategies to sustain customer satisfaction.

Source: Jurnal Manajemen Pemasaran dan Perilaku Konsumen.

Authors: Andas, Baharsyah, Syamsudin, Nurhasan, Santoso, Farisi, Herdian

Institution: Universitas Medika Suherman

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W7224976741

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