Modified-Kansei engineering for the quality of logistics services during the Covid-19 pandemic: Evidence from Indonesia

Abstract

This study modifies Kansei engineering by measuring the effect of customer emotional satisfaction from the services provided by logistics service providers on customer loyalty during the Covid-19 pandemic. Kansei engineering modification in this study uses EFA (exploratory factor analysis) analysis in the ServQual dimensions, then CFA (Confirmatory Factor Analysis) is taken to examine the relationship between variables. The object of distributing the questionnaire is 298 respondents who have experience using the services of Indonesian logistics providers. The EFA results on the ServQual dimensions show three new variables besides Kansei’s words: customer satisfaction, commitment, and loyalty. The CFA findings also show that during the Covid-19 pandemic, customer commitment affects customer loyalty. In addition, customer commitment mediates customer satisfaction and customer loyalty. Lastly, customer satisfaction significantly affects customer loyalty.