Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company

Abstract

This research aims to understand customer satisfaction by studying logistics service attributes based on the Kano model. The survey of 42 American customers was conducted to evaluated customer perspective on 9 logistics attributes of a tire manufacturing and distribution company. The results of this research conduct by applying Kano model analysis in order to classify logistics service attributes into 6 categories and explain the difference effects of each attribute on the level of customer satisfaction. It can be the guide for company for improving their logistics services according to their customer's needs. Moreover, the results of this research would be benefit for planning, managing and preventing the problems in logistics process that always lead to huge damage on company's operating costs and terrified effects to customer satisfaction and loyalty.