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

Ilyas Masudin, Yulyetha Kurnia Putri Hanifah, Shanty Kusuma Dewi, Dian Palupi Restuputri and Dwi Iryaning Handayani
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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

Logistics, 2022, vol. 6, issue 3, 1-23

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.

Keywords: logistics service; SIPA grid; Modified-Kano; service attribute (search for similar items in EconPapers)
JEL-codes: L8 L80 L81 L86 L87 L9 L90 L91 L92 L93 L98 L99 M1 M10 M11 M16 M19 R4 R40 R41 R49 (search for similar items in EconPapers)
Date: 2022
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