Indonesian Logistics Preferences during COVID-19 Pandemic

Abstract

This study aims to identify the critical factors of shipping success and courier services in Indonesia. The study uses a survey questionnaire in Indonesia on the consumer preferences of logistics service consumers, using the location of Jakarta, Bogor, Depok, Tangerang, and Bekasi (Jabodetabek) as the locational preferences. The critical factors consist of ease of use of delivery services; estimated shipments; package delivery location; delivery operational time; availability of packaging services; pricing methods; package guarantee; payment method for shipping costs; ease of use serving tracking; tracking maps; delivery location; delivery operational time; availability of delivery information packages; delivery failed compensation; service scape, corporate image, user image, product image, and price. A total of 150 respondents participated in this study. In conclusion, most consumers use the logistics service for small package delivery. The consumer also did not believe the service provider needed to be available 24 hours per day, 7 days per week. Nevertheless, they prefer it if the provider provides the shipping day estimation. The results of the rate preference survey, the consumer study reveals that for the safety of the shipping process, providers must charge an additional fee for standard packaging. Also, the consumers are willing to pay more for the warranty of the package protection during the shipping process. Thus, the providers service includes extra packaging based on the package type. Moreover, they need access to track the package in real-time using the provider's application or website. Hence, the courier and all the staff must update the package position during the shipping process.