IDEAS home Printed from https://ideas.repec.org/h/spr/advbcp/978-94-6463-990-2_21.html

Winning Customer Satisfaction Through Omnichannel Logistics Service Quality Using Importance Performance Analysis (IPA) and Three Factor Theory Method

In: Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)

Author

Listed:
  • Aditya Aditya

    (Polytechnic Country Batam, Trade Logistics Study Program International, Department Management Business)

  • Dian Mulyaningtyas Sudarso

    (Polytechnic Country Batam, Trade Logistics Study Program International, Department Management Business)

  • Aulia Kusuma Wardani

    (Polytechnic Country Batam, Trade Logistics Study Program International, Department Management Business)

Abstract

This study evaluates the quality of omnichannel logistics services (Online Customer Logistics Quality/OCLQ) based on customer perceptions during the shopping journey and their overall satisfaction (OCS). An integrated Importance–Performance Analysis and Three-Factor Theory approach are applied to classify logistics service attributes into basic, performance, and excitement factors. Data were collected from Indonesian e-commerce consumers with prior experience using omnichannel shopping platforms. The findings provide insights for logistics providers and e-commerce businesses to improve service quality, enhance customer satisfaction, and strengthen competitiveness in the digital marketplace.

Suggested Citation

  • Aditya Aditya & Dian Mulyaningtyas Sudarso & Aulia Kusuma Wardani, 2026. "Winning Customer Satisfaction Through Omnichannel Logistics Service Quality Using Importance Performance Analysis (IPA) and Three Factor Theory Method," Advances in Economics, Business and Management Research, in: Jessica Olifia & Dewi Junita & Aprizal Putra & Susi Lestari & Sarah Ulfah Al Amany & Syafri Naldi (ed.), Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025), pages 303-326, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-990-2_21
    DOI: 10.2991/978-94-6463-990-2_21
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:spr:advbcp:978-94-6463-990-2_21. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.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.