Winning Customer Satisfaction Through Omnichannel Logistics Service Quality Using Importance Performance Analysis (IPA) and Three Factor Theory Method

Aditya Aditya (), Dian Mulyaningtyas Sudarso () and Aulia Kusuma Wardani ()
Additional contact information
Aditya Aditya: Polytechnic Country Batam, Trade Logistics Study Program International, Department Management Business
Dian Mulyaningtyas Sudarso: Polytechnic Country Batam, Trade Logistics Study Program International, Department Management Business
Aulia Kusuma Wardani: Polytechnic Country Batam, Trade Logistics Study Program International, Department Management Business

A chapter in Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025), 2026, pp 303-326 from Springer

Abstract: Abstract This study evaluates the quality of omnichannel logistics services (Online Customer Logistics Quality/OCLQ) based on customer perceptions during the shopping journey and their overall satisfaction (OCS). An integrated Importance–Performance Analysis and Three-Factor Theory approach are applied to classify logistics service attributes into basic, performance, and excitement factors. Data were collected from Indonesian e-commerce consumers with prior experience using omnichannel shopping platforms. The findings provide insights for logistics providers and e-commerce businesses to improve service quality, enhance customer satisfaction, and strengthen competitiveness in the digital marketplace.

Keywords: Omnichannel logistics; service quality; importance–performance analysis; three-factor theory; e-commerce (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-990-2_21

Ordering information: This item can be ordered from
http://www.springer.com/9789464639902

DOI: 10.2991/978-94-6463-990-2_21

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().