Integration of Servqual, Kano Model, Kansei Engineering, and TRIZ for Service Quality Improvement in Courier Logistics

Abstract

The rapid expansion of e-commerce has intensified competition in the logistics sector, compelling companies to enhance service quality to retain customer loyalty. Despite various efforts, many logistics service providers, including PT. Pos Indonesia KPC Sidoarjo, continue to face persistent service quality issues such as delayed deliveries and unresolved complaints. While previous studies have focused on either functional or emotional service attributes separately, there remains a lack of integrative approaches that translate these attributes into actionable innovations. This study aims to fill that gap by integrating SERVQUAL, the Kano Model, and Kansei Engineering to identify priority service attributes based on satisfaction gaps, customer importance, and emotional resonance. The Theory of Inventive Problem Solving (TRIZ) is then employed to systematically generate innovative and contradiction-resolving improvement proposals. The analysis identifies six critical service attributes covering 80% of cumulative importance that require immediate attention: responsiveness in providing delivery updates, prompt complaint handling, parking availability, on-time delivery, compensation for damaged goods, and staff courtesy. Recommended improvements include activating online service platforms, enhancing the tracking system, and implementing automated responses and online claims. This study contributes a novel, comprehensive framework for improving service quality by bridging diagnostic analysis with creative problem-solving, strengthening the strategic capabilities of courier service providers.