Customer Perception on Last-Mile Delivery Services Using Kansei Engineering and Conjoint Analysis: A Case Study of Indonesian Logistics Providers

Background: This article identifies the preferences of customer logistics services in Indonesia using Kansei engineering and conjoint analysis methods. The Conjoint Analysis aims to establish utility scores that represent factors services. Methods: In this study, 100 respondents from several cities East Java, Indonesia, are selected fill out formal questionnaire. At same time, 30 chosen determine attributes level attributes. attributes, questionnaires assisted by SPSS 25. Sixteen stimuli generated study be used for a is provide different perspective describe service, Including six attributes: delivery services, speed, courier attitude, order information, condition goods, warehouse locations. Results: results show customers’ most preferred based on undamaged objects, attitude vital users study. Conclusions: considered instruments customer, such as location.