Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce
<i>Background</i>: The success of e-commerce cannot be separated from a good delivery experience. Meanwhile, research that discusses the quality of logistics services that serve e-commerce by comparing the quality of its competitors in Indonesia is still little discussed. The case study...
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| Format: | Article |
| Language: | English |
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MDPI AG
2022-07-01
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| Series: | Logistics |
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| Online Access: | https://www.mdpi.com/2305-6290/6/3/51 |
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| author | Ilyas Masudin Yulyetha Kurnia Putri Hanifah Shanty Kusuma Dewi Dian Palupi Restuputri Dwi Iryaning Handayani |
| author_facet | Ilyas Masudin Yulyetha Kurnia Putri Hanifah Shanty Kusuma Dewi Dian Palupi Restuputri Dwi Iryaning Handayani |
| author_sort | Ilyas Masudin |
| collection | DOAJ |
| description | <i>Background</i>: The success of e-commerce cannot be separated from a good delivery experience. Meanwhile, research that discusses the quality of logistics services that serve e-commerce by comparing the quality of its competitors in Indonesia is still little discussed. The case study in this research is two logistic service providers in Indonesia. <i>Methods</i>: This study uses the integration of the SIPA method and Kano Modification. Both SIPA and Kano can determine priority and effective strategies to improve service quality. <i>Results</i>: The use of SIPA can identify the importance of service attributes and compare the performance of the two logistics services. A dynamic cycle of service attributes encourages using Kano Modification in this study to expand opportunities for determining managerial strategies. <i>Conclusions</i>: The results in this study provide insight into the main strategies that must be carried out on attributes considered important and maintain quality to be superior to competitors. |
| format | Article |
| id | doaj-art-6cfa433955b64fc4b73229e4c80857a7 |
| institution | DOAJ |
| issn | 2305-6290 |
| language | English |
| publishDate | 2022-07-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Logistics |
| spelling | doaj-art-6cfa433955b64fc4b73229e4c80857a72025-08-20T02:52:20ZengMDPI AGLogistics2305-62902022-07-01635110.3390/logistics6030051Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-CommerceIlyas Masudin0Yulyetha Kurnia Putri Hanifah1Shanty Kusuma Dewi2Dian Palupi Restuputri3Dwi Iryaning Handayani4Industrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, IndonesiaIndustrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, IndonesiaIndustrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, IndonesiaIndustrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, IndonesiaIndustrial Engineering Department, University of Panca Marga, Probolinggo 67271, Indonesia<i>Background</i>: The success of e-commerce cannot be separated from a good delivery experience. Meanwhile, research that discusses the quality of logistics services that serve e-commerce by comparing the quality of its competitors in Indonesia is still little discussed. The case study in this research is two logistic service providers in Indonesia. <i>Methods</i>: This study uses the integration of the SIPA method and Kano Modification. Both SIPA and Kano can determine priority and effective strategies to improve service quality. <i>Results</i>: The use of SIPA can identify the importance of service attributes and compare the performance of the two logistics services. A dynamic cycle of service attributes encourages using Kano Modification in this study to expand opportunities for determining managerial strategies. <i>Conclusions</i>: The results in this study provide insight into the main strategies that must be carried out on attributes considered important and maintain quality to be superior to competitors.https://www.mdpi.com/2305-6290/6/3/51logistics serviceSIPA gridModified-Kanoservice attribute |
| spellingShingle | Ilyas Masudin Yulyetha Kurnia Putri Hanifah Shanty Kusuma Dewi Dian Palupi Restuputri Dwi Iryaning Handayani Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce Logistics logistics service SIPA grid Modified-Kano service attribute |
| title | Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce |
| title_full | Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce |
| title_fullStr | Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce |
| title_full_unstemmed | Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce |
| title_short | Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce |
| title_sort | customer perception of logistics service quality using sipa and modified kano case study of indonesian e commerce |
| topic | logistics service SIPA grid Modified-Kano service attribute |
| url | https://www.mdpi.com/2305-6290/6/3/51 |
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