Prioritizing the Improvement of Expedition Service Quality in Indonesia Using an Integrated Logistics Service Quality (LSQ) and Three-Dimensional Model
Downloads
This study investigates expedition service quality in Indonesia in response to rapid e-commerce growth and increasing logistics demand. Despite industry expansion, persistent service issues such as delivery delays, lost goods, and poor customer service remain prevalent. This research aims to identify priority attributes for service quality improvement by integrating Logistics Service Quality (LSQ) with a three-dimensional model consisting of the Kano model, Importance–Performance Analysis (IPA), and Goal Difficulty (GD). Data were collected from 372 customers and 11 logistics company representatives. The results indicate that customer service ethics, pick-up service, and compensation for damaged goods are the most critical attributes requiring improvement. This study contributes by proposing a practical prioritization framework that incorporates both customer perception and managerial feasibility. The findings provide actionable insights for logistics companies to enhance service performance and customer satisfaction.
Berger, C., Blauth, R., & Boger, D. (1993). Kano’s methods for understanding customer-defined quality. Center for Quality of Management Journal, 2(4), 3–36.
Blešić, I., Popov-Raljić, J., Uravić, L., Stankov, U., Đeri, L., Pantelić, M., & Armenski, T. (2014). An Importance-Performance Analysis of service quality in spa hotels. Economic Research-Ekonomska Istraživanja, 27(1), 483–495. https://doi.org/10.1080/1331677X.2014.967537
Deng, W. (2007). Using a revised Importance–performance analysis approach: The case of Taiwanese hot springs tourism. Tourism Management, 28(5), 1274–1284. https://doi.org/10.1016/j.tourman.2006.07.010
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Second Edition.
Henmaidi, Jonrinaldi, & Yenny, H. (2020). Evaluation of Service Quality of Public Transportation (Study Case of Trans Padang). IOP Conference Series: Materials Science and Engineering, 1003(1), 012030. https://doi.org/10.1088/1757-899X/1003/1/012030
Hu, K. C., Chia, K. C., Lu, M., & Liang, Y. L. (2022). Using Importance–performance analysis, Goal Difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services. International Journal of Logistics Management, 33(2), 477–498. https://doi.org/10.1108/IJLM-12-2020-0491
Hu, K. C., & Lee, P. T. W. (2017). Novel 3D model for prioritising the attributes of port service quality: cases involving major container ports in Asia. International Journal of Shipping and Transport Logistics, 9(6), 673. https://doi.org/10.1504/IJSTL.2017.086937
Hu, K.-C., & Lee, P. T.-W. (2011). Developing a New Technique for Evaluating Service Quality of Container Ports. https://www.researchgate.net/publication/340732586
Hu, K.-C., & Lee, P. T.-W. (2012). Evaluation of the service quality of container ports by Importance-Performance Analysis. International Journal Shipping and Transport Logistics, 4(3), 197–211.
Islami, V., & Oktaviani, R. (2022). Analisis Sistem Pengiriman Barang dalam Meningkatkan Pengendalian Intern (Studi Kasus: PT. Lintas Nusantara Perdana). Jurnal Administrasi Bisnis, 2, 10–18.
Južnik Rotar, L., & Kozar, M. (2017). The Use of the Kano Model to Enhance Customer Satisfaction. Organizacija, 50(4), 339–351. https://doi.org/10.1515/orga-2017-0025
Kahnali, R. A., & Esmaeili, A. (2015). An integration of SERVQUAL dimensions and Logistics Service Quality indicators (A case study) . International Journal of Services and Operations Management, 21(3), 289–309.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive Quality and Must-be Quality. Journal of the Japanese Society for Quality Control, 14(2), 147–156.
Kenis, I. (1979). Effects of Budgetary Goal Characteristics on Managerial Attitudes and Performance. The Accounting Review, 54(4), 707–721. https://www.jstor.org/stable/245627
Kim, G. S., Lee, S. W., Kim, C. S., & Seo, Y. J. (2020). Evaluation of logistics service for multimodal transport via the Trans-Siberian railway: A perspective of shippers in South Korea. In Journal of International Logistics and Trade (Vol. 18, Issue 4, pp. 169–180). Jungseok Research Institute of International Logistics and Trade. https://doi.org/10.24006/JILT.2020.18.4.169
Löfgren, M., & Witell, L. (2008). Two Decades of Using Kano’s Theory of Attractive Quality: A Literature Review. Quality Management Journal, 15(1), 59–75. https://doi.org/10.1080/10686967.2008.11918056
Martilla, J. A., & James, J. C. (1977). Importance-Performance Analysis. Journal of Marketing, 41(1), 77. https://doi.org/10.2307/1250495
Matzler, K., Hinterhuber, H. H., Bailom, F., & Sauerwein, E. (1996). How to delight your customers. Journal of Product & Brand Management, 5(2), 6–18. https://doi.org/10.1108/10610429610119469
Meng, Q., Zhou, N., Tian, J., Chen, Y., & Zhou, F. (2011). Analysis of Logistics Service Attributes Based on Quantitative Kano Model: A Case Study of Express Delivering Industries in China. Journal of Service Science and Management, 04(01), 42–51. https://doi.org/10.4236/jssm.2011.41007
Mentzer, John. T., Flint, Daniel. J., & Kent, J. L. (1999). Developing a Logistics Service Quality scale. Journal of Business Logistics. 20, 9–32.
Muljana, D. (2023, February 28). Tahap Urutan Pengiriman Barang pada J&T Express. Logisticsbid.Com. https://logisticsbid.com/tahap-urutan-pengiriman-barang-pada-jt-express/
Mustajab, R. (2023). Google Prediksi E-commerce Indonesia Terus Menguat sampai 2025. DataIndonesia.Id. https://dataindonesia.id/ekonomi-digital/detail/pengguna-ecommerce-ri-diproyeksi-capai-19647-juta-pada-2023
Nam, S., Song, W.-K., & Yoon, H. (2023). An maintenance, repair, and overhaul (MRO) safety oversight system analysis: A case in Korea. Journal of Air Transport Management, 107, 102349. https://doi.org/10.1016/j.jairtraman.2022.102349
Nuraeni. (2016, February 9). Jasa Logistik Melesat di Era e-commerce. Kominfo.Go.Id. https://www.kominfo.go.id/index.php/content/detail/6707/Jasa+Logistik+Melesat+di+Era+e-commerce+/0/sorotan_media
Otsetova, A. (2016). Validation of the Logistic Service Quality Scale in Bulgarian Courier Sector. Management and Education, XII (2), 46–52.
Otsetova, A., & Enimanev, K. (2014). A study on customer satisfaction of courier services in Bulgaria. Entrepreneurship & Innovation, 70–82.
Pramudita, A. S., Hilman, T., & Nasution, S. R. (2022). Pengaruh Kualitas Pelayanan Logistik terhadap Kepuasan Pelanggan (Studi Kasus: J&T Express DP Padangsidimpuan). Jurnal Bisnis Dan Pemasaran, 12 (1).
Putra, D. (2023, April 3). Menangkap Peluang Manisnya Sektor Logistik. CNBC Indonesia. https://www.cnbcindonesia.com/news/20230403192625-4-426997/menangkap-peluang-manisnya-sektor-logistik
Rivière, P., Monrozier, R., Rogeaux, M., Pagès, J., & Saporta, G. (2006). Adaptive preference target: Contribution of Kano’s model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Quality and Preference, 17(7–8), 572–581. https://doi.org/10.1016/j.foodqual.2006.04.002
Rizaty, M. A. (2022). YLKI: Anter Aja Perusahaan Ekspedisi Paling Banyak Dikeluhkan Konsumen.
Rizaty, M. A. (2023, January 24). Transaksi e-commerce RI Tak Capai Target pada 2022. Data Indonesia.Id. https://dataindonesia.id/digital/detail/transaksi-ecommerce-ri-tak-capai-target-pada-2022
Sohn, J.-I., Woo, S.-H., & Kim, T.-W. (2017). Assessment of Logistics Service Quality using the Kano model in a logistics-triadic relationship. The International Journal of Logistics Management, 28(2), 680–698. https://doi.org/10.1108/IJLM-09-2015-0172
Thai, V. V. (2013). Logistics Service Quality: Conceptual Model and Empirical Evidence. International Journal of Logistics Research and Applications: : A Leading Journal of Supply Chain Management 16, 114–131.
Tuan, V. A., Van Truong, N., Tetsuo, S., & An, N. N. (2022). Public transport service quality: Policy prioritization strategy in the Importance-Performance Analysis and the three-factor theory frameworks. Transportation Research Part A: Policy and Practice, 166, 118–134. https://doi.org/10.1016/j.tra.2022.10.006
