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 humanitaria...
Highlights
Logistics is closely linked to the process of planning and managing the flow of material and information
In this research, it could be proven that Kansei engineering can translate customer’s feelings and identify humanitarian logistics service quality needed by the costumers
Of the three service quality variables that are commonly used to measure commercial logistic performance, it shows that operation and technical service variables do not affect customer satisfaction when applied to humanitarian logistics
Summary
Logistics is closely linked to the process of planning and managing the flow of material and information. Logistics has the primary objective or mission in the form of arranging for goods to be delivered at the right time, on the right amount, and on the plan from the company to the customers (Casado-Vara et al, 2018; Gianpaolo Ghiani & Musmanno, 2003). The number of logistical needs in Indonesia appears to be constant and predictable every year (BPS, 2019). Humanitarian logistics has some functions, such as an effort to deal with natural disasters or an outbreak of the pandemic disease in the form of shipping goods or materials to disaster victims who have an unforeseeable and sudden number of requests. Humanitarian logistics has supply chain networks that should be flexible and adaptable to the destination and the pace of environmental change through the use of existing resources (Li et al, 2008; Zhang et al, 2019)
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