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Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce
16 references·1 citing·43 second hop
Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce (2022)Customer Perception of Logistics Service …The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)The impact of e-service quali…Customized logistics service and online shoppers’ satisfaction: an empirical study (2016)Customized logistics service …Applying Kansei engineering to design logistics services – A case of home delivery service (2015)Applying Kansei engineering t…Retail logistics service quality: a cross‐cultural survey on customer perceptions (2013)Retail logistics service qual…Logistics service quality: conceptual model and empirical evidence (2013)Logistics service quality: co…IPA–Kano model: A new tool for categorising and diagnosing service quality attributes (2012)IPA–Kano model: A new tool fo…Theory of attractive quality and life cycles of quality attributes (2011)Theory of attractive quality …Using BPNN and DEMATEL to modify importance–performance analysis model – A study of the computer industry (2009)Using BPNN and DEMATEL to mod…An expanded model of logistics service quality: Incorporating logistics information technology (2007)An expanded model of logistic…Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality (2005)Building marketing strategies…Logistics Service Quality as a Segment-Customized Process (2001)Logistics Service Quality as …Merging service quality and service satisfaction. An empirical test of an integrative model (1997)Merging service quality and s…KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY (1993)KANO’S METHODS FOR UNDERSTAND…Physical Distribution Service: A Fundamental Marketing Concept? (1989)Physical Distribution Service…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference? (2023)Effects of Parcel Delivery Se…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status (2005)Measuring Service Quality in E-Retailing (2006)On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism (2013)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Information Technology: Toward A Unified View1 (2003)An empirical investigation of factors affecting e-collaboration diffusion in SMEs (2012)Examining the antecedents of the technology acceptance model within e-procurement (2017)Investigating logistics service quality in omni-channel retailing (2017)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)RESEARCH IN LOGISTICS SERVICE QUALITY: A SYSTEMATIC LITERATURE REVIEW (2019)Exploring relationships between service quality dimensions and customers satisfaction: empirical study in context to Indian logistics service providers (2022)Examining the effect of logistics service quality on customer satisfaction and re-use intention (2023)A Theory of Cognitive Dissonance (1957)Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction (1998)The evolution and future of national customer satisfaction index models (2001)Service loyalty (2002)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Literature review on service quality in hospitality and tourism (1984-2014) (2017)The Motivation to Work (2017)An IPA-Kano model for classifying and diagnosing airport service attributes (2020)Wearable Sensing Devices: Towards the Development of a Personalized System for Construction Safety and Health Risk Mitigation (2021)An Analysis Of Vendor Selection Systems And Decisions (1966)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Toward a unified theory of logistics (2004)Journal of Business Logistics (2018)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience (2021)Understanding the user satisfaction and loyalty of customer service chatbots (2022)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)How to delight your customers (1996)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 2019The impact of e-service quality and customer satisfaction on customer behavior in online shopping1,141 cited
  • 2001Logistics Service Quality as a Segment-Customized Process1,058 cited
  • 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY776 cited
  • 1989Physical Distribution Service: A Fundamental Marketing Concept?315 cited
  • 1997Merging service quality and service satisfaction. An empirical test of an integrative model285 cited
  • 2007An expanded model of logistics service quality: Incorporating logistics information technology166 cited
  • 2012IPA–Kano model: A new tool for categorising and diagnosing service quality attributes137 cited
  • 2013Logistics service quality: conceptual model and empirical evidence119 cited
  • 2009Using BPNN and DEMATEL to modify importance–performance analysis model – A study of the computer industry116 cited
  • 2013Retail logistics service quality: a cross‐cultural survey on customer perceptions79 cited
  • 2011Theory of attractive quality and life cycles of quality attributes77 cited
  • 2016Customized logistics service and online shoppers’ satisfaction: an empirical study71 cited

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  • 2005Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality69 cited
  • 2015Applying Kansei engineering to design logistics services – A case of home delivery service68 cited
  • Cited by

    • 2023Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?13 cited