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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
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    References listed on IDEAS

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    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.
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