The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers
Open Access
- 1 January 2020
- journal article
- research article
- Published by Taylor & Francis Ltd in Cogent Business & Management
Abstract
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 qualityKeywords
Funding Information
- no direct funding for this research
This publication has 98 references indexed in Scilit:
- Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano modelAsia Pacific Journal of Marketing and Logistics, 2011
- Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationshipsManaging Service Quality: An International Journal, 2010
- Characteristics of services – a new approach uncovers their valueJournal of Services Marketing, 2010
- A unified model of supply chain agility: the work‐design perspectiveThe International Journal of Logistics Management, 2008
- Performance measurement in humanitarian relief chainsInternational Journal of Public Sector Management, 2008
- When Brand Attitudes Affect the Customer Satisfaction‐Loyalty Relation: The Moderating Role of Product InvolvementJournal of Consumer Psychology, 2006
- The Role of the Internet in Supply Chain ManagementIndustrial Marketing Management, 2000
- Issues in Supply Chain ManagementIndustrial Marketing Management, 2000
- The change in quality practices in logistics: 1995 versus 1991Total Quality Management, 1997
- The Behavioral Consequences of Service QualityJournal of Marketing, 1996