The Effect of Product Availability on Customer Satisfaction at UD. Sahlan Utama Panyabungan III, Mandailing Natal Regency

Abstrak

Product availability is a key factor in shaping customer satisfaction, particularly in the building supply retail sector, which requires timely and adequate stock. However, customer complaints regarding limited inventory are still found. This study aims to measure the effect of product availability on customer satisfaction at UD. Sahlan Utama, located in Kelurahan Panyabungan III. The sample consisted of 96 respondents selected through purposive sampling. Data were collected through a Likert-scale questionnaire (angket), observation, and documentation, and analyzed using SPSS version 21. The results showed that most respondents gave positive assessments of both product availability and customer satisfaction. Simple linear regression analysis yielded a t-value of 4.530, which is greater than the t-table value of 1.661, with a significance value of 0.000 < 0.05, indicating a positive and significant influence of product availability on customer satisfaction. The coefficient of determination (R²) of 0.763 indicates that 76.3% of customer satisfaction is explained by product availability, while the remaining 23.7% is influenced by other factors.