The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic

This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during the COVID-19 pandemic and customer trust as a moderating variable. In this study, the service quality consists of three variables: the quality of staff service, quality of oper...

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Autores principales:	Dian Palupi Restuputri, Tri Ratna Indriani, Ilyas Masudin
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	logistics services quality covid-19 pandemic kansei engineering customer trust customer loyalty customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/5078dce0ceac46d0a03ac29c434d9c78
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spelling	oai:doaj.org-article:5078dce0ceac46d0a03ac29c434d9c782021-12-02T13:32:16ZThe effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic2331-197510.1080/23311975.2021.1906492https://doaj.org/article/5078dce0ceac46d0a03ac29c434d9c782021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1906492https://doaj.org/toc/2331-1975This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during the COVID-19 pandemic and customer trust as a moderating variable. In this study, the service quality consists of three variables: the quality of staff service, quality of operational service, and technical service quality. In this study, a conceptual model was generated by providing four other variables: customer satisfaction, customer trust, customer loyalty, and customer commitment. The 300 respondents were selected to fill out the formal questionnaire, while 30 respondents were as a trial for the formal questionnaire. The questionnaire trial analysis was assisted by SPSS 23, while the formal questionnaire analysis was carried out with SmartPLS 3.0. This study resulted in four hypotheses accepted from the ten proposed hypotheses. The results show that the quality of staff service and technical service quality significantly affects customer satisfaction. It is also found that customer satisfaction and customer trust have a significant effect on customer loyalty. The use of Kansei in this study will provide a different perspective to describe customer services during the COVID-19 pandemic.Dian Palupi RestuputriTri Ratna IndrianiIlyas MasudinTaylor & Francis Grouparticlelogistics services qualitycovid-19 pandemickansei engineeringcustomer trustcustomer loyaltycustomer satisfactionBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	logistics services quality covid-19 pandemic kansei engineering customer trust customer loyalty customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	logistics services quality covid-19 pandemic kansei engineering customer trust customer loyalty customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70 Dian Palupi Restuputri Tri Ratna Indriani Ilyas Masudin The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic
description	This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during the COVID-19 pandemic and customer trust as a moderating variable. In this study, the service quality consists of three variables: the quality of staff service, quality of operational service, and technical service quality. In this study, a conceptual model was generated by providing four other variables: customer satisfaction, customer trust, customer loyalty, and customer commitment. The 300 respondents were selected to fill out the formal questionnaire, while 30 respondents were as a trial for the formal questionnaire. The questionnaire trial analysis was assisted by SPSS 23, while the formal questionnaire analysis was carried out with SmartPLS 3.0. This study resulted in four hypotheses accepted from the ten proposed hypotheses. The results show that the quality of staff service and technical service quality significantly affects customer satisfaction. It is also found that customer satisfaction and customer trust have a significant effect on customer loyalty. The use of Kansei in this study will provide a different perspective to describe customer services during the COVID-19 pandemic.
format	article
author	Dian Palupi Restuputri Tri Ratna Indriani Ilyas Masudin
author_facet	Dian Palupi Restuputri Tri Ratna Indriani Ilyas Masudin
author_sort	Dian Palupi Restuputri
title	The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic
title_short	The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic
title_full	The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic
title_fullStr	The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic
title_full_unstemmed	The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic
title_sort	effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the covid-19 pandemic
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/5078dce0ceac46d0a03ac29c434d9c78
work_keys_str_mv	AT dianpalupirestuputri theeffectoflogisticservicequalityoncustomersatisfactionandloyaltyusingkanseiengineeringduringthecovid19pandemic AT triratnaindriani theeffectoflogisticservicequalityoncustomersatisfactionandloyaltyusingkanseiengineeringduringthecovid19pandemic AT ilyasmasudin theeffectoflogisticservicequalityoncustomersatisfactionandloyaltyusingkanseiengineeringduringthecovid19pandemic AT dianpalupirestuputri effectoflogisticservicequalityoncustomersatisfactionandloyaltyusingkanseiengineeringduringthecovid19pandemic AT triratnaindriani effectoflogisticservicequalityoncustomersatisfactionandloyaltyusingkanseiengineeringduringthecovid19pandemic AT ilyasmasudin effectoflogisticservicequalityoncustomersatisfactionandloyaltyusingkanseiengineeringduringthecovid19pandemic
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The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic

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