Prioritizing the Improvement of Expedition Service Quality in Indonesia Using an Integrated Logistics Service Quality (LSQ) and Three-Dimensional Model

This study investigates expedition service quality in Indonesia in response to rapid e-commerce growth and increasing logistics demand. Despite industry expansion, persistent service issues such as delivery delays, lost goods, and poor customer service remain prevalent. This research aims to identify priority attributes for service quality improvement by integrating Logistics Service Quality (LSQ) with a three-dimensional model consisting of the Kano model, Importance–Performance Analysis (IPA), and Goal Difficulty (GD). Data were collected from 372 customers and 11 logistics company representatives. The results indicate that customer service ethics, pick-up service, and compensation for damaged goods are the most critical attributes requiring improvement. This study contributes by proposing a practical prioritization framework that incorporates both customer perception and managerial feasibility. The findings provide actionable insights for logistics companies to enhance service performance and customer satisfaction.