Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/310259 
Year of Publication: 
2022
Citation: 
[Journal:] Logistics [ISSN:] 2305-6290 [Volume:] 6 [Issue:] 3 [Article No.:] 51 [Year:] 2022 [Pages:] 1-23
Publisher: 
MDPI, Basel
Abstract: 
Background: The success of e-commerce cannot be separated from a good delivery experience. Meanwhile, research that discusses the quality of logistics services that serve e-commerce by comparing the quality of its competitors in Indonesia is still little discussed. The case study in this research is two logistic service providers in Indonesia. Methods: This study uses the integration of the SIPA method and Kano Modification. Both SIPA and Kano can determine priority and effective strategies to improve service quality. Results: The use of SIPA can identify the importance of service attributes and compare the performance of the two logistics services. A dynamic cycle of service attributes encourages using Kano Modification in this study to expand opportunities for determining managerial strategies. Conclusions: The results in this study provide insight into the main strategies that must be carried out on attributes considered important and maintain quality to be superior to competitors.
Subjects: 
logistics service
Modified-Kano
service attribute
SIPA grid
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article
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