Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce

<i>Background</i>: The success of e-commerce cannot be separated from a good delivery experience. Meanwhile, research that discusses the quality of logistics services that serve e-commerce by comparing the quality of its competitors in Indonesia is still little discussed. The case study in this research is two logistic service providers in Indonesia. <i>Methods</i>: This study uses the integration of the SIPA method and Kano Modification. Both SIPA and Kano can determine priority and effective strategies to improve service quality. <i>Results</i>: The use of SIPA can identify the importance of service attributes and compare the performance of the two logistics services. A dynamic cycle of service attributes encourages using Kano Modification in this study to expand opportunities for determining managerial strategies. <i>Conclusions</i>: The results in this study provide insight into the main strategies that must be carried out on attributes considered important and maintain quality to be superior to competitors.