The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic

This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during COVID-19 pandemic trust as a moderating variable. In this study, consists three variables: staff service, operational technical quality. conceptual model was generated by providing four other satisfaction, trust, loyalty, commitment. The 300 respondents were selected to fill out formal questionnaire, while 30 trial for questionnaire. questionnaire analysis assisted SPSS 23, carried with SmartPLS 3.0. study resulted hypotheses accepted from ten proposed hypotheses. results show that significantly affects satisfaction. It is also found have significant effect loyalty. use Kansei will provide different perspective describe services pandemic.