Abstract
This article designed a service model in logistics services for document and package delivery through the exploration of service element relationships and customer perceived (i.e. Kansei). Kansei engineering is used in this article to design 24 questionnaire instruments and 41 services attribute questionnaire instruments. The questionnaire was distributed by purposive sampling with a total of 100 respondents in logistics services: package delivery services, package tracking services, and package delivery services. In this study, Partial Least Square for Structural Equation Modelling (PLS-SEM) is used to analyze the relationship between Kansei and the logistics service elements. The results indicate that Kansei’s words affect significantly on the three logistics services. The results of this study indicate that the variables obtained from Kansei words have a significant effect on 16 elements of logistics services. The innovative Kansei word has the most influence in the delivery service, the reliable Kansei word has the most influence in the tracking service, the reliable and adjustable Kansei word has the most impact in the delivery service. This study also produces the best service attributes at each service stage to improve the quality of logistics services. This finding has important implications for logistics managers in designing services that take into account elements of customer-based voice services.
Highlights
Logistics has become the most developed segment offering space for innovation and continuous process improvement in companies, communities, and supply chain management (Jurik, 2016)
To improve customer satisfaction as expressed by (Boaden, 1997), who considers that each company should offer a value-added service, improving the quality of logistics services that are sustainable must be a major concern for logistics services for logistics service providers
Respondents were taken based on the criteria of having used each service, namely package delivery services, package tracking services, and package delivery services
Summary
Logistics has become the most developed segment offering space for innovation and continuous process improvement in companies, communities, and supply chain management (Jurik, 2016). According to Saura et al (2008), currently, logistics focuses on the ability to provide quality services and produce greater satisfaction with the services offered. To improve customer satisfaction as expressed by (Boaden, 1997), who considers that each company should offer a value-added service, improving the quality of logistics services that are sustainable must be a major concern for logistics services for logistics service providers. They should become more proactive with customer satisfaction by providing better logistics services (Stank et al, 1999)
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