The Influence of Product Availability and Delivery Timeliness on Customer Trust: The Mediating Role of Customer Satisfaction in the Cooking Oil FMCD Sector in Greater Jakarta

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Adrien, Rivaldean Aldrich (2026) The Influence of Product Availability and Delivery Timeliness on Customer Trust: The Mediating Role of Customer Satisfaction in the Cooking Oil FMCD Sector in Greater Jakarta. Diploma thesis, IPMI Institute.

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Abstract

Cooking oil represents an essential staple in Indonesian households because families across income groups purchase it regularly and often in small quantities. The national cooking oil crisis during 2021 and 2022 disrupted product availability, created irregular replenishment and caused considerable price instability that weakened consumers’ confidence in familiar brands and distributors across Greater Jakarta. This situation exposed the importance of supply chain performance to everyday shoppers even though consumers could not directly observe distribution activities and instead evaluated operational reliability through their experiences at the retail shelf. This study examines the influence of product availability and delivery timeliness on customer trust in the cooking oil fast-moving consumer goods sector in Greater Jakarta while assessing customer satisfaction as a mediating variable. The research collected data from 166 purposively selected respondents who personally purchase cooking oil for household consumption and measured twenty indicators representing four constructs through a five-point Likert scale. The analysis employed Partial Least Squares Structural Equation Modelling using SmartPLS 4 and demonstrated that all seven proposed hypotheses received empirical support. Product availability and delivery timeliness positively influence customer satisfaction while satisfaction produces the strongest effect on customer trust. The findings also show that satisfaction carries stronger indirect effects from both operational factors to trust than their respective direct effects. These results suggest that cooking oil producers and distributors should strengthen retail execution at the point of purchase because improvements in operational performance can build consumer trust when shoppers perceive the resulting purchase experience as satisfying.

Keywords: Product Availability, Delivery Timeliness, Customer Satisfaction, Customer Trust, Supply Chain Performance, PLS-SEM

Item Type:	Thesis (Diploma)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Thesis > Bachelor of Business Administration
Depositing User:	sandra margaretha
Date Deposited:	30 Sep 2026 09:42
Last Modified:	30 Sep 2026 09:42
URI:	http://repository.ipmi.ac.id/id/eprint/3063

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