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The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers

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  • Ilyas Masudin
  • Nika Tampi Safitri
  • Dian Palupi Restuputri
  • Rahmad Wisnu Wardana
  • Ikhlasul Amallynda

Abstract

This article identifies the effect of logistics service quality on customer satisfaction and customer loyalty with customer trust as a moderating variable from the context of Indonesian humanitarian logistics providers. In this study, the service quality was provided into three variables, namely the quality of personnel services, the quality of operation services, and the quality of technical services. The conceptual model is generated by introducing three other variables, namely, customer satisfaction, loyalty, and trust as a moderating variable. Eighty respondents completed the formal survey. The pilot test and the structured questionnaire were analyzed using the SPSS 21 and Smart-PLS 2.0 to evaluate the relationship between the variables. The results of this study were accepted three out of eight hypotheses. The personnel service quality has a significant impact on customer satisfaction, customer satisfaction has a significant effect on customer loyalty, and technical service quality has a considerable impact on customer loyalty. The use of Kansei engineering for humanitarian logistics service in this study would provide a different perspective in terms of capturing the voice of customers’ perception of relief logistics service quality

Suggested Citation

  • 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.
    • Handle: RePEc:taf:oabmxx:v:7:y:2020:i:1:p:1826718
    DOI: 10.1080/23311975.2020.1826718
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    Cited by:

    1. Cahyono, Edi Dwi, 2023. "Instagram adoption for local food transactions: A research framework," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    2. 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.
    3. Arief Kusuma Among Praja & Rian Adi Septiawan & Tantri Yanuar Rahmat Syah & Endah Murtiana Sari & Maya Puspita Dewi & Purwanto Sarjana Katijan & Tezara Cionita & Yin Ling Lai, 2023. "Sustainable Development Strategy of Low-Cost Airlines: Empirical Evidence for Indonesia Based on Analysis of Passenger Loyalty," Sustainability, MDPI, vol. 15(3), pages 1-12, January.

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