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

Masudin, Ilyas; Safitri, Nika Tampi; Restuputri, Dian Palupi; Wardana, Rahmad Wisnu; Amallynda, Ikhlasul

doi:10.1080/23311975.2020.1826718

Cited by 20 publications

(9 citation statements)

References 100 publications

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“…[84,87] Satisfied Delivery satisfaction measures how satisfied beneficiaries, donors, and humanitarian organizations are with the goods and services provided. [81,88] Delivery Grievances An Expression of dissatisfaction. A delivery grievance is a complaint that can be formal.…”

Section: Prompt Deliverymentioning

confidence: 99%

Identification of Key Drivers for Performance Measurement in Sustainable Humanitarian Relief Logistics: An Integrated Fuzzy Delphi-DEMATEL Approach

Ahmad,

Fei,

Shoaib

et al. 2024

Preprint

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Sustainable Humanitarian logistics is gaining attention due to increased disasters. It involves various operations to support people's survival efforts. Key characteristics include unpredictable demand, sudden large demand volumes, high stakes in delivery timeliness, and limited resources. However, the complexity and unpredictability of disaster scenarios necessitate robust and adaptable performance measurement models to evaluate the effectiveness of sustainable humanitarian relief logistics (SHRL). This study proposes a novel performance measurement model for sustainable humanitarian logistics and supply chains that integrates the Fuzzy Delphi Method (FDM) and Fuzzy Decision-Making Trial and Evaluation Laboratory (Fuzzy-DEMATEL) method. In this research, using 115 articles focused on sustainable humanitarian logistics and supply chains, crisis management, and humanitarian aid, this research identified 25 key performance indicators (KPIs) in the initial phase. Following the implementation of FDM, 19 KPIs were identified as crucial for further analysis. These KPIs were then divided into four distinct categories: "Quality," "Accountability," "Operational Excellence," and "Sustainability". Initially, FDM is utilized to reach a consensus among experts concerning KPIs for humanitarian logistics and supply chains. By incorporating the inherent uncertainty and vagueness in expert judgments, FDM refines the list of key performance indicators that reflect the real-life conditions and constraints in disaster operations. Finally, the fuzzy DEMATEL approach was used to analyze interrelationships among factors, identifying cause-and-effect behavior and ranking them, forming a robust theoretical framework. The study concludes with the development of a comprehensive performance measurement model that facilitates the strategic planning and operational assessment of humanitarian organization operations. The integration of FDM and fuzzy DEMATEL methods offers multiple perspectives for decision-making and helps stakeholders identify critical areas for improvement. Based on the acquired results, the KPIs attached to the Quality (P1) aspect of the proposed framework have gained significant importance and main cause in the cause-and-effect relationship which impacts and is helpful to improve the performance of humanitarian organizations in all phases of disaster management. The KPIs prompt delivery (D1), and delivery accuracy (D2) are more significant, while capacity building and training (D19) and delivery compliance (D15) are least significant in SHRL scenarios. This research is expected to support humanitarian organizations in enhancing their capabilities, thereby improving the effectiveness and efficiency of aid delivery in disaster-stricken areas.

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Section: Prompt Deliverymentioning

confidence: 99%

Identification of Key Drivers for Performance Measurement in Sustainable Humanitarian Relief Logistics: An Integrated Fuzzy Delphi-DEMATEL Approach

Ahmad,

Fei,

Shoaib

et al. 2024

Preprint

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“…The theory is used to analyse the satisfaction of customers with respect to a particular service delivered to them (Chen et al , 2015). Some studies (Hsiao et al , 2017; Masudin et al , 2020; Restuputri et al , 2020) have used the Kaisen Engineering Theory to evaluate customers’ satisfaction on logistics. This study used this theory to evaluate the last-mile customers’ satisfaction on the efficiency of last-mile delivery of health supplies in Kaduna State facilities.…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of efficient last-mile delivery: evidence from health facilities and Kaduna Health Supplies Management Agency

Miko

Abbas²

2023

JHLSCM

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Purpose Africa has been identified as an area where higher mortality happens due to un-accessibility to health care, drugs and other health facilities. Nigeria, as one of the African countries, is not excluded from such difficulties. This study aims to examine the determinants of efficient last-mile delivery at selected health facilities and the Kaduna State Health Supplies Management Agency (KADSHMA). Design/methodology/approach The study sourced data from KADSHMA and the health facilities’ staff, with a total of 261 observations used. Likewise, the respondents were picked from warehouses of each health facility and KADSHMA. The data was analysed using the partial least square structural equation modelling analysis to estimate the relationship among the variables of the study. Findings The study’s findings revealed that all five variables of the study (i.e. determinants) were significantly affecting the efficient last-mile delivery. Four constructs (delivery cost [DC], delivery time [DT], mode of delivery [MD] and facilities technology [FT]) have shown a positive and significant association with efficient last-mile delivery, whereas one variable (product mix [PM]) indicated a negative and significant association with efficient last-mile delivery. The study concludes that DC, DT, MD, FT and PM played significant roles in efficient last-mile delivery. Research limitations/implications The study provides that specific means of transportation should always be on standby to transport health supplies. Time schedules should always be prepared and adhered to when transporting health supplies to the facilities, and each facility should network with robust technology to ease communication in terms of order and order planning. Additionally, facilities should try as much as possible to reduce the varieties of products when ordering health supplies, as it will increase the efficiency of the delivery. Originality/value To the best of the authors’ knowledge, this study is the first of its kind that considered these five variables (DC, DT, MD, FT and PM) with impact on the last-mile delivery in one model, especially in the Nigerian case. This is a great contribution to knowledge, more importantly, to the last-mile delivery of the health sector. The result confirmed the importance of these determinants (DC, DT, FT and PM) of last-mile delivery efficiency in saving lives.

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“…Personnel service quality significantly impacts CS, while CS impacts customer loyalty. Technical service quality also significantly affects customer loyalty [32].…”

Section: The Conceptual Modelmentioning

confidence: 99%

Using Artificial Intelligence to Predict Customer Satisfaction with E‐Payment Systems during the COVID‐19 Pandemic

Atawneh

Hamadneh

Jaber

et al. 2022

Journal of Mathematics

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This study explores the impact of electronic payment systems on Saudi Arabia’s customer satisfaction during the COVID-19 pandemic. Descriptive analytical approach of a sample of 1,025 people living in Saudi Arabia was used to answer the study questions and test its hypotheses. Then, a new hybrid fuzzy inference system (HyFIS) is proposed to predict customer satisfaction during COVID-19 pandemic. The proposed system contemplates customer resistance (CR), access to technology (AT), privacy (PV), costs (CT), and speed of efficiency (SE) as the input variables and customer satisfaction (CS) as the output variable. Various statistical tests are utilized to determine the efficiency of input variables in the obtained data. The statistical tests are multicollinearity tests, reliability and validity, ordinal least square (OLS), fixed effect, and random development. As a result, we can determine each input variable’s direct and indirect impact on the CS. Under OLS, fixed effect, and unexpected effect, the SE, CT, PV, AT, and CR considerably impact EP. The EP has been shown to have substantial positive indirect implications. Under OLS, fixed effect, and random effect, the CT, PV, and CR are found to have a significant positive impact on CS. In addition, the AT has a substantial impact on CS in a fixed effect indirect effect. The results of HyFIS were compared to those of the adaptive network-based fuzzy inference system (ANFIS). The results reveal that HyFIS outperforms ANFIS in predicting CS based on the error criterion.

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

Cited by 20 publications

References 100 publications

Identification of Key Drivers for Performance Measurement in Sustainable Humanitarian Relief Logistics: An Integrated Fuzzy Delphi-DEMATEL Approach

Identification of Key Drivers for Performance Measurement in Sustainable Humanitarian Relief Logistics: An Integrated Fuzzy Delphi-DEMATEL Approach

Determinants of efficient last-mile delivery: evidence from health facilities and Kaduna Health Supplies Management Agency

Using Artificial Intelligence to Predict Customer Satisfaction with E‐Payment Systems during the COVID‐19 Pandemic

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