The Effect of Speed and Service Quality on Customer Satisfaction at FamilyMart Bandung
Abstract
The quick growth of convenience stores in Indonesia has increased competition in the retail industry, pushing enterprises to provide effective, dependable, and customer-focused services. In this situation, maintaining long-term corporate performance and cultivating client loyalty depend heavily on consumer satisfaction. This study looks into how customer satisfaction at FamilyMart Bandung is affected by service quality and speed, and whether this link is moderated by service congruence with customer expectations. A survey approach was used to implement a quantitative research design. Customers who had made direct purchases at FamilyMart Bandung provided information via a standardized questionnaire. Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software was used to evaluate the gathered data. The findings show that customer satisfaction is positively impacted by both service quality and speed. Additionally, meeting customer expectations increases customer satisfaction and reinforces the impact of service quality on satisfaction. In order to increase customer satisfaction in the contemporary retail sector, these findings emphasize the significance of providing prompt, excellent, and customer-focused services. They also offer significant managerial implications for service improvement initiatives.
References
Abdulmateen, A., & State, O. (2026). Influence Of Online Reviews On Customer Satisfaction In E-Commerce Logistics Firm : Evidence From Temu Nigeria. 1–27.
Addula, S. R. (2025). Mobile Banking Adoption: A Multi-Factorial Study On Social Influence, Compatibility, Digital Self-Efficacy, And Perceived Cost Among Generation Z Consumers In The United States. Journal Of Theoretical And Applied Electronic Commerce Research , 20(3). Https://Doi.Org/10.3390/Jtaer20030192
Agustinus, D. V., & Keni, K. (2021). Confirmation, Service Quality, Dan Quality Of Personalization Untuk Memprediksi Kepuasan Pelanggan. Jurnal Manajerial Dan Kewirausahaan, 3(3), 661. Https://Doi.Org/10.24912/Jmk.V3i3.13150
Amerta, L., & Madhavi, I. (2023). Exploring Service Quality And Customer Satisfaction In The Service Industry: A Mixed-Methods Analysis. Journal On Economics, Management And Business Technology, 2(1), 1–16. Www.Plus62.Isha.Or.Id/Index.Php/Jembut
Asawawibul, S., Na-Nan, K., Pinkajay, K., Jaturat, N., Kittichotsatsawat, Y., & Hu, B. (2025). The Influence Of Cost On Customer Satisfaction In E-Commerce Logistics: Mediating Roles Of Service Quality, Technology Usage, Transportation Time, And Production Condition. Journal Of Open Innovation: Technology, Market, And Complexity, 11(1), 100482. Https://Doi.Org/10.1016/J.Joitmc.2025.100482
Azhari, N. F. B., Senathirajah, A. R. Bin S., & Haque, R. (2023). The Role Of Customer Satisfaction, Trust, Word Of Mouth, And Service Quality In Enhancing Customers’ Loyalty Toward E-Commerce. Transnational Marketing Journal, 11(1), 31–43. Https://Doi.Org/10.58262/Tmj.V11i1.1003
Emiliana, R., & Efawati, Y. (2025). Strengthening E-commerce Customer Satisfaction through Delivery Service Transparency. International Journal Administration, Business & Organization, 6(1), 112-124.
Felix, A., & Rembulan, G. D. (2023). Analysis Of Key Factors For Improved Customer Experience, Engagement, And Loyalty In The E-Commerce Industry In Indonesia. Aptisi Transactions On Technopreneurship, 5(2sp), 196–208. Https://Doi.Org/10.34306/Att.V5i2sp.350
Joshi, S. (2024). Examining The Impact Of Product Quality On Customer Satisfaction, Loyalty, And Repeat Purchase Behavior.
Keni, K., & Sandra, K. K. (2021). Prediksi Customer Experience Dan Service Quality Terhadap Customer Loyalty: Customer Satisfaction Sebagai Variabel Mediasi. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 5(1), 191. Https://Doi.Org/10.24912/Jmieb.V5i1.11196
Kim, K., & Oh, H. (2025). When Excessive Service Turns Bad: Service Alignment For Transaction-Specific Needs. Journal Of Consumer Behaviour, 24(1), 109–125. Https://Doi.Org/10.1002/Cb.2403
Lim, W. M. (2025). What Is Quantitative Research? An Overview And Guidelines. Australasian Marketing Journal, 33(3), 325–348. Https://Doi.Org/10.1177/14413582241264622
Mamakou, X. J., Zaharias, P., & Milesi, M. (2024). Measuring Customer Satisfaction In Electronic Commerce: The Impact Of E-Service Quality And User Experience. International Journal Of Quality And Reliability Management, 41(3), 915–943. Https://Doi.Org/10.1108/Ijqrm-07-2021-0215
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. B. (2021). E-service quality, customer trust and satisfaction: market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2), 237-254.
Mazri, A. F., Cheng, J. K., & Liu, Y. (2025). Application Of Discrete Event Simulation For Enhancing Queuing System At Lotus Alor Setar. International Journal Of Industrial Management, 19(4), 197–209. Https://Doi.Org/10.15282/Ijim.19.4.2025.11959
Muliro, L. F., & A. (2023). Linking Waiting Lines Management And Perceived Service Quality: A Case Of Selected Commercial Banks In Ruvuma, Tanzania Lambert. Acta Universitatis Agriculturae Et Silviculturae Mendelianae Brunensis, 53(1), 1–19.
Noor, I., Alhidayatullah, A., & Amal, M. K. (2023). Dimensions Of Service Quality In Influencing Customer Satisfaction. Adpebi International Journal Of Multidisciplinary Sciences, 2(2), 189–197. Https://Doi.Org/10.54099/Aijms.V2i2.656
Pramesty Wahyu, Istyaningsih Siti, Atonah, & Nani, I. S. (2022). Study Of Service Speed And Service Scape As A Basic Strategy To Increase Loyalty By Evaluating Customer Satisfaction At Pt. Bank Mandiri Persero (Solo Branch). 09(02), 125–135.
Rifathurrahman, R. F., Chaniago, H., & Efawati, Y. (2024). The Effect of E-Service Quality on Repurchase Interests of The Online Shopping Shopee Indonesia. Jurnal Ekonomika dan Manajemen, 13(1), 8-25.
Schiebler, T., Lee, N., & Brodbeck, F. C. (2025). Expectancy-Disconfirmation And Consumer Satisfaction: A Meta-Analysis. Journal Of The Academy Of Marketing Science, 91–112. Https://Doi.Org/10.1007/S11747-024-01078-X
Tataryntseva, Y., Pushkar, O., Druhova, O., Makarenko, A., Osypova, S., & Mordovtsev, O. (2022). Economic Evaluation Of Digital Marketing Management At The Enterprise. Eastern-European Journal Of Enterprise Technologies, 2(13–116), 24–30. Https://Doi.Org/10.15587/1729-4061.2022.254485
Thariq, F., & Efawati, Y. (2024). The Influence of Website Quality on Buying Interest Consumer. International Journal Administration, Business & Organization, 5(2), 64-74. https://doi.org/10.61242/ijabo.24.285
Titin Herawaty, M., Rahman, A., Rohimah, L., Ivan Taruna, H., Dwi Styaningrum, E., & Suleman, D. (2022). The Influence Of Service Quality And Price On Alfamart Consumer Loyalty With Customer Satisfaction As Mediation Variables. International Journal Of Social And Management Studies (Ijosmas), 3(2), 246–257.
Copyright (c) 2026 Shakira Al Fajri; Ailsa Videlia Rio Putri ; Loudia Miska, Naila Fauzianazwa Fauzianazwa
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish in this journal agree to the following terms:
- The authors confirm that they are the authors of the submitted article, which will be published (online) in the journal IJABO (International Journal Administration, Business & Organization) by the Asosiasi Ahli Administrasi Indonesia (A3i), Bandung, Indonesia. The author’s name will be evident in the article. The publisher makes all decisions regarding the layout and distribution of the work.
- Authors guarantee that the work is their own original creation and does not infringe any statutory or common-law copyright or any proprietary right of any third party. In case of claims by third parties, authors commit themself to defend the interests of the publisher and shall cover any potential costs.
- Authors retain copyright and grant the journal the right of first publication, with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0). This license allows the redistribution and reuse of papers provided the authorship is properly credited.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., posting it to an institutional repository or publishing it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as this can lead to productive exchanges and earlier and greater citations of published work.
