IDEAS home Printed from https://ideas.repec.org/a/gam/jlogis/v6y2022i2p29-d806790.html
   My bibliography  Save this article

Customer Perception on Last-Mile Delivery Services Using Kansei Engineering and Conjoint Analysis: A Case Study of Indonesian Logistics Providers

Author

Listed:
  • Dian Palupi Restuputri

    (Department of Industrial Engineering, Universitas Muhammadiyah Malang, Malang, 65145, Indonesia)

  • Ayun Fridawati

    (Department of Industrial Engineering, Universitas Muhammadiyah Malang, Malang, 65145, Indonesia)

  • Ilyas Masudin

    (Department of Industrial Engineering, Universitas Muhammadiyah Malang, Malang, 65145, Indonesia)

Abstract

Background : This article identifies the preferences of the customer of logistics services in Indonesia using the Kansei engineering and conjoint analysis methods. The Conjoint Analysis aims to establish utility scores that represent factors in logistics services. Methods : In this study, 100 respondents from several cities in East Java, Indonesia, are selected to fill out the formal questionnaire. At the same time, 30 respondents are chosen to determine the attributes and level attributes. The analysis to determine attributes, level attributes, and formal questionnaires are assisted by SPSS 25. Sixteen stimuli are generated in this study to be used for a formal questionnaire. In this study, Kansei is used to provide a different perspective to describe the customer service, Including six attributes: delivery services, delivery speed, courier attitude, order information, condition of goods, and warehouse locations. Results : The results show that customers’ most preferred attributes are based on the condition of undamaged objects, and the attitude of the courier is vital for users in this study. Conclusions : The most considered instruments by the customer, such as delivery services, delivery speed, courier attitude, order information, condition of goods, and warehouse location.

Suggested Citation

  • Dian Palupi Restuputri & Ayun Fridawati & Ilyas Masudin, 2022. "Customer Perception on Last-Mile Delivery Services Using Kansei Engineering and Conjoint Analysis: A Case Study of Indonesian Logistics Providers," Logistics, MDPI, vol. 6(2), pages 1-16, April.
    • Handle: RePEc:gam:jlogis:v:6:y:2022:i:2:p:29-:d:806790
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2305-6290/6/2/29/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2305-6290/6/2/29/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Chen, Yubo & Fay, Scott & Wang, Qi, 2011. "The Role of Marketing in Social Media: How Online Consumer Reviews Evolve," Journal of Interactive Marketing, Elsevier, vol. 25(2), pages 85-94.
    2. Ilyas Masudin & Anggi Ramadhani & Dian Palupi Restuputri & Ikhlasul Amallynda, 2021. "The Effect of Traceability System and Managerial Initiative on Indonesian Food Cold Chain Performance: A Covid-19 Pandemic Perspective," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 22(4), pages 331-356, December.
    3. Šárka Velčovská & Fridrik Rafn Larsen, 2021. "The Impact of Brand on Consumer Preferences of Milk in Online Purchases: Conjoint Analysis Approach," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 69(3), pages 345-356.
    4. Chih-Hsuan Wang, 2015. "Integrating Kansei engineering with conjoint analysis to fulfil market segmentation and product customisation for digital cameras," International Journal of Production Research, Taylor & Francis Journals, vol. 53(8), pages 2427-2438, April.
    5. Dian Palupi Restuputri & Ilyas Masudin & Citra Permata Sari, 2020. "Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1751021-175, January.
    6. Vakulenko, Yulia & Shams, Poja & Hellström, Daniel & Hjort, Klas, 2019. "Service innovation in e-commerce last mile delivery: Mapping the e-customer journey," Journal of Business Research, Elsevier, vol. 101(C), pages 461-468.
    7. Heinzl, Harald & Mittlbock, Martina, 2003. "Pseudo R-squared measures for Poisson regression models with over- or underdispersion," Computational Statistics & Data Analysis, Elsevier, vol. 44(1-2), pages 253-271, October.
    8. Ilyas Masudin & Nika Tampi Safitri & Dian Palupi Restuputri & Rahmad Wisnu Wardana & Ikhlasul Amallynda, 2020. "The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1826718-182, January.
    9. Andrus Kotri, 2006. "Analyzing Customer Value Using Conjoint Analysis: The Example Of A Packaging Company," University of Tartu - Faculty of Economics and Business Administration Working Paper Series 46, Faculty of Economics and Business Administration, University of Tartu (Estonia).
    10. Ilyas Masudin & Evan Lau & Nika Tampi Safitri & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2021. "The impact of the traceability of the information systems on humanitarian logistics performance: Case study of Indonesian relief logistics services," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1906052-190, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yoon-Joo Park, 2023. "Understanding Customer Preferences of Delivery Services for Online Grocery Retailing in South Korea," Sustainability, MDPI, vol. 15(5), pages 1-22, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dong-Hong Zhu & Ya-Ping Chang, 2013. "Negative Publicity Effect of the Business Founder’s Unethical Behavior on Corporate Image: Evidence from China," Journal of Business Ethics, Springer, vol. 117(1), pages 111-121, September.
    2. Rydén, Pernille & Ringberg, Torsten & Wilke, Ricky, 2015. "How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media," Journal of Interactive Marketing, Elsevier, vol. 31(C), pages 1-16.
    3. Manuel Rodríguez-Díaz & Rosa Rodríguez-Díaz & Tomás F. Espino-Rodríguez, 2018. "Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations," Administrative Sciences, MDPI, vol. 8(3), pages 1-18, September.
    4. Sindy Liu & Patsy Perry & Gregory Gadzinski, 2019. "The implications of digital marketing on WeChat for luxury fashion brands in China," Journal of Brand Management, Palgrave Macmillan, vol. 26(4), pages 395-409, July.
    5. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    6. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    7. Hu, Miao & Chen, Jie & Chen, Qimei & He, Wei, 2020. "It pays off to be authentic: An examination of direct versus indirect brand mentions on social media," Journal of Business Research, Elsevier, vol. 117(C), pages 19-28.
    8. Becky R. Ford & Cynthia Stohl, 2019. "Does CSR Matter? A longitudinal analysis of product reviews for CSR-associated brands," Journal of Brand Management, Palgrave Macmillan, vol. 26(1), pages 60-70, January.
    9. Kokkinou, Alinda & Quak, Hans & Mitas, Ondrej & Mandemakers, Albert, 2024. "Should I wait or should I go? Encouraging customers to make the more sustainable delivery choice," Research in Transportation Economics, Elsevier, vol. 103(C).
    10. Vijoleta Vrhovac & Stana Vasić & Stevan Milisavljević & Branislav Dudić & Peter Štarchoň & Marina Žižakov, 2023. "Measuring E-Commerce User Experience in the Last-Mile Delivery," Mathematics, MDPI, vol. 11(6), pages 1-21, March.
    11. Magdalena Mucowska, 2021. "Trends of Environmentally Sustainable Solutions of Urban Last-Mile Deliveries on the E-Commerce Market—A Literature Review," Sustainability, MDPI, vol. 13(11), pages 1-26, May.
    12. Elena Casprini & Alberto Di Minin, 2015. "How are companies facing the social media (r)evolution?," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(2), pages 67-86.
    13. Roberta Piergiovanni & Enrico Santarelli, 2013. "The more you spend, the more you get? The effects of R&D and capital expenditures on the patenting activities of biotechnology firms," Scientometrics, Springer;Akadémiai Kiadó, vol. 94(2), pages 497-521, February.
    14. Sanz-Blas, Silvia & Buzova, Daniela & Pérez-Ruiz, Pilar, 2021. "Building relational worth in an online social community through virtual structural embeddedness and relational embeddedness," Technological Forecasting and Social Change, Elsevier, vol. 162(C).
    15. Sawchuk, Larry A. & Tripp, Lianne & Samakaroon, Mahinda, 2022. "Assessing a syndemic: Gibraltar in the time of cholera," Social Science & Medicine, Elsevier, vol. 295(C).
    16. Ilyas Masudin & Anggi Ramadhani & Dian Palupi Restuputri & Ikhlasul Amallynda, 2021. "The Effect of Traceability System and Managerial Initiative on Indonesian Food Cold Chain Performance: A Covid-19 Pandemic Perspective," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 22(4), pages 331-356, December.
    17. Vyt, Dany & Jara, Magali & Mevel, Olivier & Morvan, Thierry & Morvan, Nélida, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," International Journal of Production Economics, Elsevier, vol. 248(C).
    18. Raluca-Giorgiana (Popa) Chivu & Ionut-Claudiu Popa & Bianca Cristiana Voicu, 2022. "Analysis of the Trust Offered to Companies Based on the Number of Followers on Instagram," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 521-527, September.
    19. Ku, Hsuan-Hsuan & Shang, Rong-An & Fu, Yi-Fan, 2021. "Social learning effects of complaint handling on social media: Self-construal as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    20. Lian Tang & Siti Zobidah Omar & Jusang Bolong & Julia Wirza Mohd Zawawi, 2021. "Social Media Use Among Young People in China: A Systematic Literature Review," SAGE Open, , vol. 11(2), pages 21582440211, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jlogis:v:6:y:2022:i:2:p:29-:d:806790. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.