Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers

This article designed a service model in logistics services for document and package delivery through the exploration of service element relationships and customer perceived (i.e. Kansei). Kansei engineering is used in this article to design 24 questionnaire instruments and 41 services attribute que...

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Autores principales:	Dian Palupi Restuputri, Ilyas Masudin, Citra Permata Sari
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2020
Materias:	logistics services kansei word service elements service attributes Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/88e23b249bf841f9a3378cfcdab590f9
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spelling	oai:doaj.org-article:88e23b249bf841f9a3378cfcdab590f92021-12-02T15:59:47ZCustomers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers2331-197510.1080/23311975.2020.1751021https://doaj.org/article/88e23b249bf841f9a3378cfcdab590f92020-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2020.1751021https://doaj.org/toc/2331-1975This article designed a service model in logistics services for document and package delivery through the exploration of service element relationships and customer perceived (i.e. Kansei). Kansei engineering is used in this article to design 24 questionnaire instruments and 41 services attribute questionnaire instruments. The questionnaire was distributed by purposive sampling with a total of 100 respondents in logistics services: package delivery services, package tracking services, and package delivery services. In this study, Partial Least Square for Structural Equation Modelling (PLS-SEM) is used to analyze the relationship between Kansei and the logistics service elements. The results indicate that Kansei’s words affect significantly on the three logistics services. The results of this study indicate that the variables obtained from Kansei words have a significant effect on 16 elements of logistics services. The innovative Kansei word has the most influence in the delivery service, the reliable Kansei word has the most influence in the tracking service, the reliable and adjustable Kansei word has the most impact in the delivery service. This study also produces the best service attributes at each service stage to improve the quality of logistics services. This finding has important implications for logistics managers in designing services that take into account elements of customer-based voice services.Dian Palupi RestuputriIlyas MasudinCitra Permata SariTaylor & Francis Grouparticlelogistics serviceskansei wordservice elementsservice attributesBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 7, Iss 1 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	logistics services kansei word service elements service attributes Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	logistics services kansei word service elements service attributes Business HF5001-6182 Management. Industrial management HD28-70 Dian Palupi Restuputri Ilyas Masudin Citra Permata Sari Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers
description	This article designed a service model in logistics services for document and package delivery through the exploration of service element relationships and customer perceived (i.e. Kansei). Kansei engineering is used in this article to design 24 questionnaire instruments and 41 services attribute questionnaire instruments. The questionnaire was distributed by purposive sampling with a total of 100 respondents in logistics services: package delivery services, package tracking services, and package delivery services. In this study, Partial Least Square for Structural Equation Modelling (PLS-SEM) is used to analyze the relationship between Kansei and the logistics service elements. The results indicate that Kansei’s words affect significantly on the three logistics services. The results of this study indicate that the variables obtained from Kansei words have a significant effect on 16 elements of logistics services. The innovative Kansei word has the most influence in the delivery service, the reliable Kansei word has the most influence in the tracking service, the reliable and adjustable Kansei word has the most impact in the delivery service. This study also produces the best service attributes at each service stage to improve the quality of logistics services. This finding has important implications for logistics managers in designing services that take into account elements of customer-based voice services.
format	article
author	Dian Palupi Restuputri Ilyas Masudin Citra Permata Sari
author_facet	Dian Palupi Restuputri Ilyas Masudin Citra Permata Sari
author_sort	Dian Palupi Restuputri
title	Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers
title_short	Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers
title_full	Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers
title_fullStr	Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers
title_full_unstemmed	Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers
title_sort	customers perception on logistics service quality using kansei engineering: empirical evidence from indonesian logistics providers
publisher	Taylor & Francis Group
publishDate	2020
url	https://doaj.org/article/88e23b249bf841f9a3378cfcdab590f9
work_keys_str_mv	AT dianpalupirestuputri customersperceptiononlogisticsservicequalityusingkanseiengineeringempiricalevidencefromindonesianlogisticsproviders AT ilyasmasudin customersperceptiononlogisticsservicequalityusingkanseiengineeringempiricalevidencefromindonesianlogisticsproviders AT citrapermatasari customersperceptiononlogisticsservicequalityusingkanseiengineeringempiricalevidencefromindonesianlogisticsproviders
_version_	1718385338495270912

Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers

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