Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)

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Winning Customer Satisfaction Through Omnichannel Logistics Service Quality Using Importance Performance Analysis (IPA) and Three Factor Theory Method

Authors
Aditya Aditya1, Dian Mulyaningtyas Sudarso1, Aulia Kusuma Wardani1, *
1Trade Logistics Study Program International, Department Management Business, Polytechnic Country Batam, Jl. Ahmad Yani, Batam Center, Batam City, Riau Islands, 29461, Indonesia
*Corresponding author. Email: auliakusuma@polibatam.ac.id
Corresponding Author
Aulia Kusuma Wardani
Available Online 13 February 2026.
DOI
10.2991/978-94-6463-990-2_21How to use a DOI?
Keywords
Omnichannel logistics; service quality; importance–performance analysis; three-factor theory; e-commerce
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.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)
Series
Advances in Economics, Business and Management Research
Publication Date
13 February 2026
ISBN
978-94-6463-990-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-990-2_21How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Aditya Aditya
AU  - Dian Mulyaningtyas Sudarso
AU  - Aulia Kusuma Wardani
PY  - 2026
DA  - 2026/02/13
TI  - Winning Customer Satisfaction Through Omnichannel Logistics Service Quality Using Importance Performance Analysis (IPA) and Three Factor Theory Method
BT  - Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)
PB  - Atlantis Press
SP  - 303
EP  - 326
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-990-2_21
DO  - 10.2991/978-94-6463-990-2_21
ID  - Aditya2026
ER  -