Winning Customer Satisfaction Through Omnichannel Logistics Service Quality Using Importance Performance Analysis (IPA) and Three Factor Theory Method
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.
Fields of Study & Subjects
Customer Service Quality and Loyalty
Logistics and Transportation Systems
Quality and Supply Management
Publication details
- Journal / source
- Advances in economics, business and management research/Advances in Economics, Business and Management Research
- Pages
- 303–326
- Publication date
- 1 January 2026
- Language
- EN
- Document type
- Book chapter