Modified-Kansei engineering for the quality of logistics services during the Covid-19 pandemic: Evidence from Indonesia

References

• Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1 1–38 www.assumptionjourna.au.edu/index.php/abacjournal/article/view/526).
   Google Scholar
• Akter, S., D’ambra, J., & Ray, P. (2011 An evaluatio of PLS based complex models: the roles of power analysis predictive relevance and GOF index 7th Americas Conference on Information Systems 4-7 August (AIS Electonic Lib) Michigan). .
   Google Scholar
• Al-Zaru, I. M., Hayajneh, A. A., & Al-Dwaikat, T. (2020). Psychometric properties of the Arabic version of the cardiac depression scale tested on Jordanian patients with cardiovascular diseases. BMC Psychiatry, 20(1), 1–8. https://doi.org/10.1186/s12888-020-02651-8
   PubMed Web of Science ®Google Scholar
• Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.1177/002224299405800304
   Web of Science ®Google Scholar
• Athanassopoulos, A. D. (1997). Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches. European Journal of Operational Research, 98(2), 300–313. https://doi.org/10.1016/S0377-2217(96)00349-9
   Web of Science ®Google Scholar
• Athanassopoulos, A. D., & Curram, S. P. (1996). A comparison of data envelopment analysis and artificial neural networks as tools for assessing the efficiency of decision making units. Journal of the Operational Research Society, 47(8), 1000–1016. https://doi.org/10.1057/jors.1996.127
   Web of Science ®Google Scholar
• Beatson, A., Lings, I., & Gudergan, S. (2008). Service staff attitudes, organisational practices and performance drivers. Journal of Management and Organization, 14(2), 168–179. https://doi.org/10.5172/jmo.837.14.2.168
   Web of Science ®Google Scholar
• Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31. https://doi.org/10.1007/BF02894507
   Web of Science ®Google Scholar
• Biswas, T. K., & Das, M. C. (2020). Selection of the barriers of supply chain management in Indian manufacturing sectors due to COVID-19 impacts. Operational Research in Engineering Sciences: Theory and Applications, 3(3), 1–12 https:///doi.org/10.31181/oresta2030301b.
   Google Scholar
• Brady, M. K., Cronin, J. J., Jr, & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17–31. https://doi.org/10.1016/S0148-2963(00)00171-5
   Web of Science ®Google Scholar
• Bruhn, M., & Grund, M. A. (2000). Theory, development and implementation of national customer satisfaction indices: The Swiss Index of Customer Satisfaction (SWICS). Total Quality Management, 11(7), 1017–1028. https://doi.org/10.1080/09544120050135542
   Web of Science ®Google Scholar
• Bungin, H. (2010). Burhan.(2010). Metode Penelitian Kuantitatif. Kencana Prenada Media Group.
   Google Scholar
• Burity, J. (2021). The importance of logistics efficiency on customer satisfaction. Journal of Marketing Development and Competitiveness, 15(3), 26–35 https://doi.org/10.33423/jmdc.v15i3.
   Google Scholar
• Cai, Q., Yang, M., Liu, D., Chen, J., Shu, D., Xia, J., … Yang, Y. (2020). Experimental treatment with favipiravir for COVID-19: An open-label control study. Engineering, 6(10), 1192–1198. https://doi.org/10.1016/j.eng.2020.03.007
   Web of Science ®Google Scholar
• Chen, M.-C., Chang, K.-C., Hsu, C.-L., & Xiao, J.-H. (2015). Applying a Kansei engineering-based logistics service design approach to developing international express services. International Journal of Physical Distribution & Logistics Management, 45(6), 618–646. https://doi.org/10.1108/IJPDLM-10-2013-0251
   Web of Science ®Google Scholar
• Chen, M.-C., Hsu, C.-L., Chang, K.-C., & Chou, M.-C. (2015). Applying Kansei engineering to design logistics services–A case of home delivery service. International Journal of Industrial Ergonomics, 48 July 2015 , 46–59. https://doi.org/10.1016/j.ergon.2015.03.009
   Google Scholar
• Chiu, H. N. (1995). The integrated logistics management system: A framework and case study. International Journal of Physical Distribution & Logistics Management 25 6 doi:https://doi.org/10.1108/09600039510093249 .
   Google Scholar
• Chow, I. H.-S., Lo, T. W.-C., Sha, Z., & Hong, J. (2006). The impact of developmental experience, empowerment, and organizational support on catering service staff performance. International Journal of Hospitality Management, 25(3), 478–495. https://doi.org/10.1016/j.ijhm.2005.03.002
   Google Scholar
• Closs, D. J., Goldsby, T. J., & Clinton, S. R. (1997). Information technology influences on world class logistics capability. International Journal of Physical Distribution & Logistics Management, 27(1), 4–17. https://doi.org/10.1108/09600039710162259
   Google Scholar
• Collins, A., Henchion, M., & O’Reilly, P. (2001). Logistics customer service: Performance of Irish food exporters. International Journal of Retail & Distribution Management, 29(1), 6–15. https://doi.org/10.1108/09590550110366299
   Google Scholar
• Cronin, J. J., Jr, & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
   Web of Science ®Google Scholar
• Delfmann, W., Albers, S., & Gehring, M. (2002). The impact of electronic commerce on logistics service providers. International Journal of Physical Distribution & Logistics Management, 32(3), 203–222. https://doi.org/10.1108/09600030210426539
   Google Scholar
• Dhossche, D., Ferdinand, R., van der Ende, J., Hofstra, M., & Verhulst, F. (2002). Diagnostic outcome of self-reported hallucinations in a community sample of adolescents. Psychological Medicine, 32(4), 619–627. https://doi.org/10.1017/S003329170200555X
   PubMed Web of Science ®Google Scholar
• Esper, T. L. (2020). Supply chain management amid the Coronavirus pandemic. Journal of Public Policy & Marketing 40 1 , 0743915620932150 https://doi.org/10.1177/0743915620932150.
   Web of Science ®Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Geisser, S. (1975). The predictive sample reuse method with applications. Journal of the American Statistical Association, 70(350), 320–328. https://doi.org/10.1080/01621459.1975.10479865
   Web of Science ®Google Scholar
• Gerhart, B., Trevor, C. O., & Graham, M. E. (1996). New directions in compensation research: Synergies, risk, and survival. Research in Personnel and Human Resources Management, 14 August 1995 , 143–204 https://hdl.handle.net/1813/77077.
   Google Scholar
• Geyskens, I., Steenkamp, J.-B. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of Research in Marketing, 13(4), 303 doi:https://doi.org/10.1016/50167-8116(96)00006-7.
   Google Scholar
• Gummesson, E. (1998). Productivity, quality and relationship marketing in service operations Handbuch Dienstleistungsmanagement (pp. 843–864). Springer.
   Google Scholar
• Haig, B. D. (2005). Exploratory factor analysis, theory generation, and scientific method. Multivariate Behavioral Research, 40(3), 303–329. https://doi.org/10.1207/s15327906mbr4003_2
   PubMed Web of Science ®Google Scholar
• Hair Jr, J. F., Jr, Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107–123. https://doi.org/10.1504/IJMDA.2017.10008574
   Google Scholar
• Hair, J. F., Jr, Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109 (March 2020) , 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
   Google Scholar
• Hair, J. F., Jr, Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling. Sage publications.
   Google Scholar
• Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
   Google Scholar
• Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
   Web of Science ®Google Scholar
• Hair, J. F., Jr, Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014a). Partial least squares structural equation modeling (PLS-SEM):A useful tool for family business researchers. Journal of Family Business Strategy 5 (1) 105–15 doi:https://doi.org/10.1016/j.jfbs.2014.01.002 .
   Web of Science ®Google Scholar
• Hair, J. F., Jr, Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014b). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review 26 (2) 106–121 doi:https://doi.org/10.1018/EBR-10-2013-0128 .
   Google Scholar
• Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42. https://doi.org/10.1108/09564239610129931
   Google Scholar
• Hartono, M. (2020). The modified Kansei engineering-based application for sustainable service design. International Journal of Industrial Ergonomics, 79 (September 2020) , 102985. https://doi.org/10.1016/j.ergon.2020.102985
   Google Scholar
• Henson, R. K., & Roberts, J. K. (2006). Use of exploratory factor analysis in published research: Common errors and some comment on improved practice. Educational and Psychological Measurement, 66(3), 393–416. https://doi.org/10.1177/0013164405282485
   Web of Science ®Google Scholar
• Heyd, C. P., Desiato, V. M., Nguyen, S. A., O’Rourke, A. K., Clemmens, C. S., Awad, M. I., Worley, M. L., & Day, T. A. (2020). Tracheostomy protocols during COVID -19 pandemic. Head & Neck, 42(6), 1297–1302. https://doi.org/10.1002/hed.26192
   PubMed Web of Science ®Google Scholar
• Hu, L.-T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. Psychological Methods, 3(4), 424. https://doi.org/10.1037/1082-989X.3.4.424
   Web of Science ®Google Scholar
• Huang, Y., Chen, C.-H., & Khoo, L. P. (2012). Kansei clustering for emotional design using a combined design structure matrix. International Journal of Industrial Ergonomics, 42(5), 416–427. https://doi.org/10.1016/j.ergon.2012.05.003
   Web of Science ®Google Scholar
• Ishihara, S., NAGAMACHI, M., SCHÜTTE, S., & EKLUND, J. (2008). Affective meaning: The kansei engineering approach product experience (pp. 477–496). Elsevier.
   Google Scholar
• Ishizaka Kenji, Nagamachi Mitsuo, Tanoue, Chitoshi, et al. (1997). Kansei Engineering: A study on perception of vehicle interior image. International Journal of Industrial Ergonomics, 19(2), 115–128. https://doi.org/10.1016/S0169-8141(96)00008-X
   Web of Science ®Google Scholar
• Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10(1), 1–9. https://doi.org/10.1177/002224377301000101
   Web of Science ®Google Scholar
• Janadari, M., Sri Ramalu, S., & Wei, C. (2016). Evaluation of measurment and structural model of the reflective model constructs in PLS–SEM The 6th International Symposium Oluvil, Sri Lanka (South Eastern University of Sri Lanka)pp. 20–21 .
   Google Scholar
• Jiao, J., Zhang, Y., & Helander, M. (2006). A Kansei mining system for affective design. Expert Systems with Applications, 30(4), 658–673. https://doi.org/10.1016/j.eswa.2005.07.020
   Web of Science ®Google Scholar
• Jones, T., Fox, G. L., Taylor, S. F., & Fabrigar, L. R. (2010). Service customer commitment and response. Journal of Services Marketing, 24(1), 16–28. https://doi.org/10.1108/08876041011017862
   Web of Science ®Google Scholar
• Juga, J., Juntunen, J., & Grant, D. B. (2010). Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality: An International Journal, 20(6), 496–510 doi:https://doi.org/10.1108/09604521011092857.
   Google Scholar
• Kanter, R. M. (1968). Commitment and social organization: A study of commitment mechanisms in utopian communities. American Sociological Review, 33(4), 499–517. https://doi.org/10.2307/2092438
   Web of Science ®Google Scholar
• Kepha, O., Mukulu, E., & Waititu, G. A. (2014). The influence of recruitment and selection on the performance of employees in research institutes in Kenya. International Journal of Science and Research, 3(5), 132–138 https://ijsr.net/paper_id=12041401.
   Google Scholar
• Kubasáková, I., Kampf, R., & Stopka, O. (2014). Logistics information and communication technology. Communications-Scientific Letters of the University of Zilina, 16(2), 9–13. https://doi.org/10.26552/com.C.2014.2.9-13
   Google Scholar
• Lai, K.-H. (2004). Service capability and performance of logistics service providers. Transportation Research Part E: Logistics and Transportation Review, 40(5), 385–399. https://doi.org/10.1016/j.tre.2004.01.002
   Web of Science ®Google Scholar
• Lin, S., Shen, T., & Guo, W. (2021). Evolution and emerging trends of Kansei engineering: A visual analysis based on citespace. IEEE Access, 9 (1) , 111181–111202. https://doi.org/10.1109/ACCESS.2021.3102606
   Google Scholar
• Liu, S.-F., Hsu, Y.-C., & Tsai, H.-C. (2019). Development of a new cultural design process using Kansei engineering and fuzzy techniques: A case study in Mazu crown design. International Journal of Clothing Science and Technology, 31(5), 663–684. https://doi.org/10.1108/IJCST-12-2017-0183
   Web of Science ®Google Scholar
• Loebbecke, C., & Powell, P. (1998). Competitive advantage from IT in logistics: The integrated transport tracking system. International Journal of Information Management, 18(1), 17–27. https://doi.org/10.1016/S0268-4012(97)00037-6
   Web of Science ®Google Scholar
• Luarn, P., & Lin, -H.-H. (2003). A customer loyalty model for e-service context. J. Electron. Commerce Res, 4(4), 156–167 www.jecr.org/sites/default/files/04_04_p03_0.pdf.
   Google Scholar
• Lummus, R. R., Krumwiede, D. W., & Vokurka, R. J. (2001). The relationship of logistics to supply chain management: Developing a common industry definition. Industrial Management & Data Systems, 101(8), 426–432. https://doi.org/10.1108/02635570110406730
   Web of Science ®Google Scholar
• Malhotra, N. 2008. Essentials of marketing: An applied orientation Pearson Education. Randle, WM (1995). Delivering the future: Redefining the role of banks in new competitive environment. Bank.
   Google Scholar
• Marakanon, L., & Panjakajornsak, V. (2017). Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products. Kasetsart Journal of Social Sciences, 38(1), 24–30.
   Google Scholar
• Martínez, R., & Rodríguez, J. F. (1997). Quality services model oriented to customers. Computers & Industrial Engineering, 33(1–2), 153–156. https://doi.org/10.1016/S0360-8352(97)00063-6
   Web of Science ®Google Scholar
• Masudin, I. (2013). Facility location modeling in multi-echelon distribution system: A case study of Indonesian Liquefied petroleum gas supply chain. Aceh International Journal of Science and Technology, 2(1), 37–43 doi:https://doi.org/10.13170/aijst.2.1.595.
   Google Scholar
• Masudin, I., Lau, E., Safitri, N. T., Restuputri, D. P., & Handayani, D. I. (2021). The impact of the traceability of the information systems on humanitarian logistics performance: Case study of Indonesian relief logistics services. Cogent Business & Management, 8(1), 1906052. https://doi.org/10.1080/23311975.2021.1906052
   Web of Science ®Google Scholar
• Masudin, I., Safitri, N. T., Restuputri, D. P., Wardana, R. W., & Amallynda, I. (2020). The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: evidence from Indonesian logistics service providers. Cogent Business & Management, 7(1), 1826718. https://doi.org/10.1080/23311975.2020.1826718
   Web of Science ®Google Scholar
• Masudin, I., Wastono, T., & Zulfikarijah, F. (2018). The effect of managerial intention and initiative on green supply chain management adoption in Indonesian manufacturing performance. Cogent Business & Management, 5(1), 1485212. https://doi.org/10.1080/23311975.2018.1485212
   Web of Science ®Google Scholar
• Matsubara, Y., & Nagamachi, M. (1997). Hybrid Kansei engineering system and design support. International Journal of Industrial Ergonomics, 19(2), 81–92. https://doi.org/10.1016/S0169-8141(96)00005-4
   Web of Science ®Google Scholar
• McGinnis, M. A., & Kohn, J. W. (2002). Logistics strategy—revisited. Journal of Business Logistics, 23(2), 1–17. https://doi.org/10.1002/j.2158-1592.2002.tb00023.x
   Google Scholar
• Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
   Web of Science ®Google Scholar
• Mentzer, J. T., Flint, D. J., & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business Logistics, 20(1.1999 1–68 http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.130.3942&rep=rep1&type=pdf).
   Google Scholar
• Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1(1), 61–89. https://doi.org/10.1016/1053-4822(91)90011-Z
   Google Scholar
• Minta, Y. (2018). Link between satisfaction and customer loyalty in the insurance industry: Moderating effect of trust and commitment. Journal of Marketing Management, 6(2), 25–33 https://doi.org/10.15640/jmm.v6n2a3.
   Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
   Web of Science ®Google Scholar
• Nagamachi, M. (1995). Kansei engineering: A new ergonomic consumer-oriented technology for product development. International Journal of Industrial Ergonomics, 15(1), 3–11. https://doi.org/10.1016/0169-8141(94)00052-5
   Web of Science ®Google Scholar
• Ndayizigamiye, P., Kante, M., & Shingwenyana, S. (2020). An adoption model of mHealth applications that promote physical activity. Cogent Psychology, 7(1), 1764703. https://doi.org/10.1080/23311908.2020.1764703
   Web of Science ®Google Scholar
• Novack, R. A., Rinehart, L. M., & Wells, M. V. (1992). Rethinking concept foundations in logistics management. Journal of Business Logistics, 13(2), 233 https://www.proquest.com/openview/85be26a6665a96268574d5a31675560a/1?pq-origsite=gscholar&cbl=36584.
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
   Web of Science ®Google Scholar
• Paul, S. K., Chowdhury, P., Chowdhury, M. T., Chakrabortty, R. K., & Moktadir, M. A. (2021). Operational challenges during a pandemic: An investigation in the electronics industry. The International Journal of Logistics Management, Ahead-of-print(ahead-of-print). https://doi.org/10.1108/IJLM-05-2021-0307
   Google Scholar
• Paul, S. K., Chowdhury, P., Moktadir, M. A., & Lau, K. H. (2021). Supply chain recovery challenges in the wake of COVID-19 pandemic. Journal of Business Research, 136 (November 2021) , 316–329. https://doi.org/10.1016/j.jbusres.2021.07.056
   PubMedGoogle Scholar
• Paul, S. K., Moktadir, M. A., & Ahsan, K. (2021). Key supply chain strategies for the post-COVID-19 era: Implications for resilience and sustainability. The International Journal of Logistics Management, Ahead-of-print(ahead-of-print). https://doi.org/10.1108/IJLM-04-2021-0238
   Google Scholar
• Paul, S. K., Moktadir, M. A., Sallam, K., Choi, T.-M., & Chakrabortty, R. K. (2021). A recovery planning model for online business operations under the COVID-19 outbreak. International Journal of Production Research, 1–23 doi:10.1080/00207543.2021.1976431 .
   Web of Science ®Google Scholar
• Ramayah, T., Cheah, J., Chuah, F., Ting, H., & Memon, M. (2018). . Partial least squares structural equation modeling (PLS-SEM) using smartPLS 3.0: An updated guide and practical guide to statistical analysis 2nd ed. (Kuala Lumpur, Malaysia: Pearson) .
   Google Scholar
• Ramayah, T., Yeap, J. A., Ahmad, N. H., Halim, H. A., & Rahman, S. A. (2017). Testing a confirmatory model of Facebook usage in SmartPLS using consistent PLS. International Journal of Business and Innovation, 3(2), 1–14 http://www.theijbi.net/.
   Google Scholar
• Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & Management, 8(1), 1906492. https://doi.org/10.1080/23311975.2021.1906492
   Web of Science ®Google Scholar
• Restuputri, D. P., Masudin, I., & Sari, C. P. (2020). Customers perception on logistics service quality using Kansei engineering: Empirical evidence from indonesian logistics providers. Cogent Business & Management, 7(1), 1751021. https://doi.org/10.1080/23311975.2020.1751021
   Web of Science ®Google Scholar
• Roy, R., Goatman, M., & Khangura, K. (2009). User-centric design and Kansei Engineering. CIRP Journal of Manufacturing Science and Technology, 1(3), 172–178. https://doi.org/10.1016/j.cirpj.2008.10.007
   Google Scholar
• Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215. https://doi.org/10.1016/0022-4359(93)90003-2
   Web of Science ®Google Scholar
• Sarkis, J. Supply chain sustainability: Learning from the COVID-19 pandemic. (2020). International Journal of Operations & Production Management, 41(1), 63–73. Production Management. https://doi.org/10.1108/IJOPM-08-2020-0568
   Web of Science ®Google Scholar
• Sarstedt, M., Hair, J. F., Ringle, C. M., Thiele, K. O., & Gudergan, S. P. (2016). Estimation issues with PLS and CBSEM: Where the bias lies!. Journal of Business Research, 69(10), 3998–4010. https://doi.org/10.1016/j.jbusres.2016.06.007
   Web of Science ®Google Scholar
• Schütte, S. T., Eklund, J., Axelsson, J. R., & Nagamachi, M. (2004). Concepts, methods and tools in Kansei engineering. Theoretical Issues in Ergonomics Science, 5(3), 214–231. https://doi.org/10.1080/1463922021000049980
   Google Scholar
• Setiawan, B. M., & Ghozali, I. (2016). The effect of budget participation on budgetary slack in local government with organizational commitment and environmental uncertainty as the moderating variable. International Journal of Applied Business and Economic Research, 14(10), 7099–7120 https://serialsjournals.com/abstract/46235_ch-61_ghozali_imam.pdf.
   Google Scholar
• Shahed, K. S., Azeem, A., Ali, S. M., & Moktadir, M. A. (2021). A supply chain disruption risk mitigation model to manage COVID-19 pandemic risk. Environmental Science and Pollution Research 2021 (January 2021) . https://doi.org/10.1007/s11356-020-12289-4
   Google Scholar
• Singh, S., Kumar, R., Panchal, R., & Tiwari, M. K. (2020). Impact of COVID-19 on logistics systems and disruptions in food supply chain. International Journal of Production Research 59 (7) , 1–16 doi:https://doi.org/10.1080/00207543.2020.1792000.
   Web of Science ®Google Scholar
• Sohrabi, C., Alsafi, Z., O’Neill, N., Khan, M., Kerwan, A., Al-Jabir, A.,andAgha, R. (2020). World Health Organization declares global emergency: A review of the 2019 novel coronavirus (COVID-19). International Journal of Surgery 76 (April 2020) 71–76 https://doi.org/10.1016/j.ijsu.2020.02.034.
   PubMedGoogle Scholar
• Srinivas, S. S., & Marathe, R. R. (2021). Moving towards “mobile warehouse”: Last-mile logistics during COVID-19 and beyond. Transportation Research Interdisciplinary Perspectives, 10 (June 2021) , 100339. https://doi.org/10.1016/j.trip.2021.100339
   Google Scholar
• Steinberg, F., Tursch, P., & Woll, R. (2015). The improvement of Kansei engineering by using the repertory grid technique. Management and Production Engineering Review, 6(3), 77–82. https://doi.org/10.1515/mper-2015-0029
   Web of Science ®Google Scholar
• Stone, M. (1974). Cross-validation and multinomial prediction. Biometrika, 61(3), 509–515. https://doi.org/10.1093/biomet/61.3.509
   Web of Science ®Google Scholar
• Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848. https://doi.org/10.1108/IJBM-03-2017-0054
   Web of Science ®Google Scholar
• Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159–205. https://doi.org/10.1016/j.csda.2004.03.005
   Web of Science ®Google Scholar
• Trung, N. V. H., & Khalifa, G. S. (2019). Impact of destination image factors on revisit intentions of hotel’s international tourists in Ba Ria-Vung Tau (br-vt) the mediating role of positive word of mouth. International Journal on Recent Trends in Business and Tourism (IJRTBT), 3(2), 106–115 https://ejournal.lucp.net/index.php/ijrtbt/article/view/78.
   Google Scholar
• Wang, Y., Lo, H.-P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China’s telecommunication industry. Information Systems Frontiers, 6(4), 325–340. https://doi.org/10.1023/B:ISFI.0000046375.72726.67
   Web of Science ®Google Scholar
• Wilson, P. A. (1995). The effects of politics and power on the organizational commitment of federal executives. Journal of Management, 21(1), 101–118. https://doi.org/10.1177/014920639502100106
   Web of Science ®Google Scholar
• Wong, -K.-K.-K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1–32 http://marketing-bulletin.massey.ac.nz/v24/mb_v24_t1_wong.pdf.
   Web of Science ®Google Scholar
• Wu, X., Zhou, H., & Wu, D. (2012). Commitment, satisfaction, and customer loyalty: A theoretical explanation of the ‘satisfaction trap’. The Service Industries Journal, 32(11), 1759–1774. https://doi.org/10.1080/02642069.2010.550043
   Web of Science ®Google Scholar
• Yu, S.-H. (2007). An empirical investigation on the economic consequences of customer satisfaction. Total Quality Management & Business Excellence, 18(5), 555–569. https://doi.org/10.1080/14783360701240493
   Web of Science ®Google Scholar
• Zaiţ, A., & Bertea, P. (2011). Methods for testing discriminant validity. Management & Marketing Journal, 9(2), 217–224 https://www.ceeol.com/search/article-detail?id=40081.
   Google Scholar
• Zuo, Y., & Wang, Z. (2020). Subjective product evaluation system based on Kansei Engineering and analytic hierarchy process. Symmetry, 12(8), 1340. https://doi.org/10.3390/sym12081340
   Google Scholar