IDEAS home Printed from https://ideas.repec.org/a/gam/jlogis/v6y2022i3p51-d868077.html
   My bibliography  Save this article

Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce

Author

Listed:
  • Ilyas Masudin

    (Industrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, Indonesia)

  • Yulyetha Kurnia Putri Hanifah

    (Industrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, Indonesia)

  • Shanty Kusuma Dewi

    (Industrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, Indonesia)

  • Dian Palupi Restuputri

    (Industrial Engineering Department, University of Muhammadiyah Malang, Malang 65144, Indonesia)

  • Dwi Iryaning Handayani

    (Industrial Engineering Department, University of Panca Marga, Probolinggo 67271, Indonesia)

Abstract

Background : 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. Methods : 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. Results : 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. Conclusions : 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.

Suggested Citation

  • Ilyas Masudin & Yulyetha Kurnia Putri Hanifah & Shanty Kusuma Dewi & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2022. "Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce," Logistics, MDPI, vol. 6(3), pages 1-23, July.
    • Handle: RePEc:gam:jlogis:v:6:y:2022:i:3:p:51-:d:868077
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2305-6290/6/3/51/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2305-6290/6/3/51/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
    2. Chu Luo & Lei Shen & Han Gao, 2017. "Modified Importance-Performance Analysis of E-service Quality," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 15(1), pages 84-95, January.
    3. Elia Oey & Tiara Paramitha & Novita Novita, 2020. "Integrating Kano customer satisfaction coefficient and SIPA grid for service quality improvement," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 31(2), pages 167-188.
    4. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Abu Elnasr E. Sobaih & Ahmed AlSaif, 2023. "Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?," Logistics, MDPI, vol. 7(4), pages 1-15, December.
    2. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.
    3. Gunasekaran, Angappa & Subramanian, Nachiappan & Papadopoulos, Thanos, 2017. "Information technology for competitive advantage within logistics and supply chains: A review," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 99(C), pages 14-33.
    4. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    5. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    6. Gamze Arabelen & Hasan Tolga Kaya, 2021. "Assessment of logistics service quality dimensions: a qualitative approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-13, December.
    7. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    8. Walczuch R & Hofmaier K, 2000. "Measuring Customer Satisfaction on the Internet," Research Memorandum 019, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    9. C-H Lan & C-C Chen, 2007. "Optimal purchase of two-itemized drugs for a disease," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 58(3), pages 309-316, March.
    10. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    11. Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    12. Hsu, Wen-Kai K. & Huang, Show-Hui S. & Yu, Hong-Fwu, 2009. "Shipper behavior to use EC services in liner shipping," International Journal of Production Economics, Elsevier, vol. 122(1), pages 56-66, November.
    13. Panchapakesan, P., 2013. "Antecedents of customer loyalty in medical tourism," Working Papers Series 2 13-03, ISCTE-IUL, Business Research Unit (BRU-IUL).
    14. Shijie Sun & Ru Chen & Siyuan Qin & Lufan Liu, 2022. "Evaluating the Public Participation Processes in Community Regeneration Using the EPST Model: A Case Study in Nanjing, China," Land, MDPI, vol. 11(9), pages 1-19, August.
    15. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
    16. Anchal Gupta & Rajesh Kumar Singh & Sachin Kr Mangla, 2022. "Evaluation of logistics providers for sustainable service quality: Analytics based decision making framework," Annals of Operations Research, Springer, vol. 315(2), pages 1617-1664, August.
    17. Odekerken-Schröder, G.J. & Bloemer, J.M.M., 2002. "Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context," Research Memorandum 056, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    18. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
    19. Eleni Mavragani, 2021. "Greek Museums and Tourists’ Perceptions: an Empirical Research," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 12(1), pages 120-133, March.
    20. Magni, Domitilla & Scuotto, Veronica & Pezzi, Alberto & Giudice, Manlio Del, 2021. "Employees’ acceptance of wearable devices: Towards a predictive model," Technological Forecasting and Social Change, Elsevier, vol. 172(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jlogis:v:6:y:2022:i:3:p:51-:d:868077. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.