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Customer Perception on Last-Mile Delivery Services Using Kansei Engineering and Conjoint Analysis: A Case Study of Indonesian Logistics Providers

Author

Listed:
  • Dian Palupi Restuputri

    (Department of Industrial Engineering, Universitas Muhammadiyah Malang, Malang, 65145, Indonesia)

  • Ayun Fridawati

    (Department of Industrial Engineering, Universitas Muhammadiyah Malang, Malang, 65145, Indonesia)

  • Ilyas Masudin

    (Department of Industrial Engineering, Universitas Muhammadiyah Malang, Malang, 65145, Indonesia)

Abstract

Background : This article identifies the preferences of the customer of logistics services in Indonesia using the Kansei engineering and conjoint analysis methods. The Conjoint Analysis aims to establish utility scores that represent factors in logistics services. Methods : In this study, 100 respondents from several cities in East Java, Indonesia, are selected to fill out the formal questionnaire. At the same time, 30 respondents are chosen to determine the attributes and level attributes. The analysis to determine attributes, level attributes, and formal questionnaires are assisted by SPSS 25. Sixteen stimuli are generated in this study to be used for a formal questionnaire. In this study, Kansei is used to provide a different perspective to describe the customer service, Including six attributes: delivery services, delivery speed, courier attitude, order information, condition of goods, and warehouse locations. Results : The results show that customers’ most preferred attributes are based on the condition of undamaged objects, and the attitude of the courier is vital for users in this study. Conclusions : The most considered instruments by the customer, such as delivery services, delivery speed, courier attitude, order information, condition of goods, and warehouse location.

Suggested Citation

  • Dian Palupi Restuputri & Ayun Fridawati & Ilyas Masudin, 2022. "Customer Perception on Last-Mile Delivery Services Using Kansei Engineering and Conjoint Analysis: A Case Study of Indonesian Logistics Providers," Logistics, MDPI, vol. 6(2), pages 1-16, April.
    • Handle: RePEc:gam:jlogis:v:6:y:2022:i:2:p:29-:d:806790
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    References listed on IDEAS

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    1. Ilyas Masudin & Anggi Ramadhani & Dian Palupi Restuputri & Ikhlasul Amallynda, 2021. "The Effect of Traceability System and Managerial Initiative on Indonesian Food Cold Chain Performance: A Covid-19 Pandemic Perspective," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 22(4), pages 331-356, December.
    2. Vakulenko, Yulia & Shams, Poja & Hellström, Daniel & Hjort, Klas, 2019. "Service innovation in e-commerce last mile delivery: Mapping the e-customer journey," Journal of Business Research, Elsevier, vol. 101(C), pages 461-468.
    3. Heinzl, Harald & Mittlbock, Martina, 2003. "Pseudo R-squared measures for Poisson regression models with over- or underdispersion," Computational Statistics & Data Analysis, Elsevier, vol. 44(1-2), pages 253-271, October.
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    5. Šárka Velčovská & Fridrik Rafn Larsen, 2021. "The Impact of Brand on Consumer Preferences of Milk in Online Purchases: Conjoint Analysis Approach," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 69(3), pages 345-356.
    6. Chih-Hsuan Wang, 2015. "Integrating Kansei engineering with conjoint analysis to fulfil market segmentation and product customisation for digital cameras," International Journal of Production Research, Taylor & Francis Journals, vol. 53(8), pages 2427-2438, April.
    7. Dian Palupi Restuputri & Ilyas Masudin & Citra Permata Sari, 2020. "Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1751021-175, January.
    8. Ilyas Masudin & Nika Tampi Safitri & Dian Palupi Restuputri & Rahmad Wisnu Wardana & Ikhlasul Amallynda, 2020. "The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1826718-182, January.
    9. Andrus Kotri, 2006. "Analyzing Customer Value Using Conjoint Analysis: The Example Of A Packaging Company," University of Tartu - Faculty of Economics and Business Administration Working Paper Series 46, Faculty of Economics and Business Administration, University of Tartu (Estonia).
    10. Ilyas Masudin & Evan Lau & Nika Tampi Safitri & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2021. "The impact of the traceability of the information systems on humanitarian logistics performance: Case study of Indonesian relief logistics services," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1906052-190, January.
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    Cited by:

    1. Yoon-Joo Park, 2023. "Understanding Customer Preferences of Delivery Services for Online Grocery Retailing in South Korea," Sustainability, MDPI, vol. 15(5), pages 1-22, March.

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