Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services
The International Journal of Logistics Management
ISSN: 0957-4093
Article publication date: 7 October 2021
Issue publication date: 19 April 2022
Abstract
Purpose
The purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.
Design/methodology/approach
The study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.
Findings
The three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.
Originality/value
The study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.
Keywords
Acknowledgements
This paper forms part of a special section “Resilient supply chains through innovative logistics management”, guest edited by Peggy S. Chen and Jiangang Fei.
Citation
Hu, K.-C., Chia, K.-C., Lu, M. and Liang, Y.-L. (2022), "Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services", The International Journal of Logistics Management, Vol. 33 No. 2, pp. 477-498. https://doi.org/10.1108/IJLM-12-2020-0491
Publisher
:Emerald Publishing Limited
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