Consumer Perceptions on the Performance of Humanitarian Logistics for Victims of the Cianjur Earthquake Natural Disaster

Abstract

This study endeavors to assess consumer perceptions regarding the performance of health distribution assistance for victims of the earthquake natural disaster in Cianjur City. The objective is to gauge the efficiency of logistics distribution during the emergency response phase. Understanding distribution performance is crucial as it significantly impacts consumer perspectives. Employing a quantitative approach, this research employed a questionnaire as the primary data collection tool. The samples of 100 respondents were determined through accidental sampling, based on specific criteria. The findings reveal that, according to the Customer Satisfaction Index (CSI) test, consumers exhibit a high level of satisfaction with the distribution performance in providing health assistance to earthquake victims in Cianjur. The Importance-Performance Analysis (IPA) test underscores the necessity to uphold the performance of Health Aid Distribution, as it has emerged as a standout service for consumers. This study provides valuable insights for enhancing humanitarian logistics in future disaster scenarios.