Title: Integrating Kano model and IPA method to analyse the logistics services quality

Authors: Hélio Camargos Neto; Roberta de Cássia Macedo; Cristiana Fernandes De Muÿlder

Addresses: FUMEC University, Rua Cobre, 200, Bairro Cruzeiro, CEP: 30.310-190, Belo Horizonte/MG, Brazil ' FUMEC University, Rua Cobre, 200, Bairro Cruzeiro, CEP: 30.310-190, Belo Horizonte/MG, Brazil ' UFU - PPGAdm, Av. João Naves de Ávila, 2121, Santa Mônica, Uberlândia, MG, 38408-100 bloco 5M, Brazil; FUMEC University, Rua Cobre, 200, Bairro Cruzeiro, CEP: 30.310-190, Belo Horizonte/MG, Brazil

Abstract: The article seeks to establish an integration of the traditional Kano model with the importance and performance analysis method (IPA) to analyse the degree of satisfaction of the quality of logistics services. A survey was applied by Google Forms® to customers of a wholesale company, located in Minas Gerais. A total of 121 responses were obtained and 13 attributes of logistics services were explored. The results showed two attributes of the logistics service capable of strengthening consumer satisfaction: 'flexibility in the service provided' and 'traceability' through the integration of the Kano and IPA models. This study goes further and advances in discussions one relevant attribute of logistics services, strategy, and success in the competitive market.

Keywords: customer satisfaction; quantitative study; methods in applied logistics; attributes of logistics services; wholesaler.

DOI: 10.1504/WRITR.2023.132491

World Review of Intermodal Transportation Research, 2023 Vol.11 No.3, pp.323 - 340

Received: 06 Aug 2022
Accepted: 10 Jan 2023
Published online: 24 Jul 2023 *

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