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

Abstract

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.

Evolution and Emerging Trends of Kansei Engineering: A Visual Analysis Based on CiteSpace

“…In addition, KE has been extended to fields including architecture, housing, transportation, urban design, industrial products, daily goods, and information technology. In recent years, KE has attracted considerable attention in the fields of interface design (such as web page design and mobile phone interactive interfaces), services (real estate, aviation, tourism, website shopping services, and logistics service [78]), and regional culture inheritance (cultural and creative product design).…”

The Importance of Logistics Efficiency on Customer Satisfaction

“…Novack et al defined logistics as an activity that involves managing facilities, transportation, meeting the third party's needs, and information within a company. Saura et al affirmed that logistics that provide the best quality to customers would offer more significant customer satisfaction and loyalty (as cited in Restuputri, Indriani & Masudin, 2021).…”

“…Several studies related to the logistics service quality conducted by Lisińska-Kuśnierz and Gajewska explained that companies must get customer satisfaction and loyalty by evaluating the timeliness, completeness, and accuracy in delivery (as cited in Restuputri, Indriani & Masudin, 2021). Key considerations are:…”

Dampak COVID-19 Terhadap Kualitas Pelayanan Perusahaan Kurir Logistik Indonesia

“…Langkah-langkah yang dilakukan pemerintah untuk mencegah penyebaran wabah ini khususnya di Indonesia adalah lockdown, pembatasan industri, social distancing, karantina mandiri, dan lain-lain. [2] Beberapa penelitian membahas dampak lockdown terhadap sektor logistik. Di sektor logistik, lockdown dirasakan menghambat sistem logistik di India.…”

“…[5] Selain itu juga terdapat penelitian terkait LSQ terkait variabel Customer Satisfaction dan Customer Loyalti terkait dengan pandemi covid-19, yang menunjukkan bahwa kualitas dari staff pelayanan dan staff teknis berdampak signifikan terhadap kepuasan pelanggan pada saat pandemi. [2] Dampak pandemi bagi aktivitas logistik di Indonesia menjadi hal yang menarik untuk diketahui, terutama dampaknya terhadap penilaian kualitas jasa pelayanan kurir yang diberikan oleh perusahaan jasa kurir logistik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada perbedaan penilaian persepsi pelanggan jasa kurir mengenai kualitas pelayanan jasa kurir pada masa pandemi Covid-19 di Indonesia dibandingkan sebelum terjadinya pandemi covid-19.…”