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

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