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

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...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Ilyas Masudin, Nika Tampi Safitri, Dian Palupi Restuputri, Rahmad Wisnu Wardana, Ikhlasul Amallynda
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2020
Materias:	humanitarian logistics service quality kansei engineering Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/c29d065c3296441dad10b81d79e9feef
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:c29d065c3296441dad10b81d79e9feef
record_format	dspace
spelling	oai:doaj.org-article:c29d065c3296441dad10b81d79e9feef2021-12-02T14:41:55ZThe effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers2331-197510.1080/23311975.2020.1826718https://doaj.org/article/c29d065c3296441dad10b81d79e9feef2020-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2020.1826718https://doaj.org/toc/2331-1975This 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 qualityIlyas MasudinNika Tampi SafitriDian Palupi RestuputriRahmad Wisnu WardanaIkhlasul AmallyndaTaylor & Francis Grouparticlehumanitarian logisticsservice qualitykansei engineeringBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 7, Iss 1 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	humanitarian logistics service quality kansei engineering Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	humanitarian logistics service quality kansei engineering Business HF5001-6182 Management. Industrial management HD28-70 Ilyas Masudin Nika Tampi Safitri Dian Palupi Restuputri Rahmad Wisnu Wardana Ikhlasul Amallynda The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
description	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
format	article
author	Ilyas Masudin Nika Tampi Safitri Dian Palupi Restuputri Rahmad Wisnu Wardana Ikhlasul Amallynda
author_facet	Ilyas Masudin Nika Tampi Safitri Dian Palupi Restuputri Rahmad Wisnu Wardana Ikhlasul Amallynda
author_sort	Ilyas Masudin
title	The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
title_short	The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
title_full	The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
title_fullStr	The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
title_full_unstemmed	The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
title_sort	effect of humanitarian logistics service quality to customer loyalty using kansei engineering: evidence from indonesian logistics service providers
publisher	Taylor & Francis Group
publishDate	2020
url	https://doaj.org/article/c29d065c3296441dad10b81d79e9feef
work_keys_str_mv	AT ilyasmasudin theeffectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT nikatampisafitri theeffectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT dianpalupirestuputri theeffectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT rahmadwisnuwardana theeffectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT ikhlasulamallynda theeffectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT ilyasmasudin effectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT nikatampisafitri effectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT dianpalupirestuputri effectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT rahmadwisnuwardana effectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders AT ikhlasulamallynda effectofhumanitarianlogisticsservicequalitytocustomerloyaltyusingkanseiengineeringevidencefromindonesianlogisticsserviceproviders
_version_	1718389834131701760

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

Ejemplares similares