Matches in SemOpenAlex for { <https://semopenalex.org/work/W3213230003> ?p ?o ?g. }
Showing items 1 to 83 of
83
with 100 items per page.
- W3213230003 endingPage "88" @default.
- W3213230003 startingPage "75" @default.
- W3213230003 abstract "The rapid development of the service industry in Indonesia is seen from the emergence of several companies in the transportation sector based on online applications. To compensate for the public needs of these services, the company needs to maintain customer satisfaction from the service performance. The research aimed to evaluate the quality of transportation services at Grab Bike Indonesia. By using quantitative and qualitative approach, the research applied Service Quality (Servqual) analysis for the level of perceived satisfaction, Refined Kano model for the role of each attribute to customer satisfaction, Importance Performance Analysis (IPA) for the priority of improvements, and Quality Function Deployment (QFD) for the technical steps of improvement. Servqual analysis shows 36 service attributes that need to be improved, particularly 16 service attributes with high gap scores. Furthermore, there are 5 attributes classified as major influencing attributes on customer satisfaction based on Refined Kano analysis. These factors also need to be improved in the IPA category. From the results of QFD, it suggests that the company should consider the technical steps of improvement. For example, the company should provide regulations that drivers must obey, have driving standards, strict sanctions for every violation of rules, initial training for drivers, and utilization of GPS properly, provide an easy way for customer feedback, and others." @default.
- W3213230003 created "2021-11-22" @default.
- W3213230003 creator A5011253287 @default.
- W3213230003 creator A5054693225 @default.
- W3213230003 creator A5072240470 @default.
- W3213230003 date "2021-11-09" @default.
- W3213230003 modified "2023-10-16" @default.
- W3213230003 title "Evaluation of Online-Based Ride-Hailing Services Using Service Quality (Servqual) Method, Refined Kano Model, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD): A Case Study of Grab Bike Indonesia" @default.
- W3213230003 cites W1483858506 @default.
- W3213230003 cites W1571044798 @default.
- W3213230003 cites W1579748264 @default.
- W3213230003 cites W1588056185 @default.
- W3213230003 cites W1982359112 @default.
- W3213230003 cites W2043302296 @default.
- W3213230003 cites W2074913213 @default.
- W3213230003 cites W2098742872 @default.
- W3213230003 cites W2112220841 @default.
- W3213230003 cites W2158951266 @default.
- W3213230003 cites W2215835039 @default.
- W3213230003 cites W2241026394 @default.
- W3213230003 cites W2305975443 @default.
- W3213230003 cites W2673968466 @default.
- W3213230003 cites W3152275194 @default.
- W3213230003 doi "https://doi.org/10.21512/comtech.v12i2.6790" @default.
- W3213230003 hasPublicationYear "2021" @default.
- W3213230003 type Work @default.
- W3213230003 sameAs 3213230003 @default.
- W3213230003 citedByCount "0" @default.
- W3213230003 crossrefType "journal-article" @default.
- W3213230003 hasAuthorship W3213230003A5011253287 @default.
- W3213230003 hasAuthorship W3213230003A5054693225 @default.
- W3213230003 hasAuthorship W3213230003A5072240470 @default.
- W3213230003 hasBestOaLocation W32132300031 @default.
- W3213230003 hasConcept C111472728 @default.
- W3213230003 hasConcept C136703025 @default.
- W3213230003 hasConcept C138885662 @default.
- W3213230003 hasConcept C140781008 @default.
- W3213230003 hasConcept C144133560 @default.
- W3213230003 hasConcept C162853370 @default.
- W3213230003 hasConcept C191511416 @default.
- W3213230003 hasConcept C19351080 @default.
- W3213230003 hasConcept C195094911 @default.
- W3213230003 hasConcept C2779530757 @default.
- W3213230003 hasConcept C2780378061 @default.
- W3213230003 hasConcept C33516993 @default.
- W3213230003 hasConcept C41008148 @default.
- W3213230003 hasConcept C86992474 @default.
- W3213230003 hasConceptScore W3213230003C111472728 @default.
- W3213230003 hasConceptScore W3213230003C136703025 @default.
- W3213230003 hasConceptScore W3213230003C138885662 @default.
- W3213230003 hasConceptScore W3213230003C140781008 @default.
- W3213230003 hasConceptScore W3213230003C144133560 @default.
- W3213230003 hasConceptScore W3213230003C162853370 @default.
- W3213230003 hasConceptScore W3213230003C191511416 @default.
- W3213230003 hasConceptScore W3213230003C19351080 @default.
- W3213230003 hasConceptScore W3213230003C195094911 @default.
- W3213230003 hasConceptScore W3213230003C2779530757 @default.
- W3213230003 hasConceptScore W3213230003C2780378061 @default.
- W3213230003 hasConceptScore W3213230003C33516993 @default.
- W3213230003 hasConceptScore W3213230003C41008148 @default.
- W3213230003 hasConceptScore W3213230003C86992474 @default.
- W3213230003 hasIssue "2" @default.
- W3213230003 hasLocation W32132300031 @default.
- W3213230003 hasLocation W32132300032 @default.
- W3213230003 hasOpenAccess W3213230003 @default.
- W3213230003 hasPrimaryLocation W32132300031 @default.
- W3213230003 hasRelatedWork W2028393662 @default.
- W3213230003 hasRelatedWork W2103630972 @default.
- W3213230003 hasRelatedWork W2567135653 @default.
- W3213230003 hasRelatedWork W2923517105 @default.
- W3213230003 hasRelatedWork W2937437986 @default.
- W3213230003 hasRelatedWork W2972114486 @default.
- W3213230003 hasRelatedWork W3109963936 @default.
- W3213230003 hasRelatedWork W3213230003 @default.
- W3213230003 hasRelatedWork W4301585561 @default.
- W3213230003 hasRelatedWork W4313360662 @default.
- W3213230003 hasVolume "12" @default.
- W3213230003 isParatext "false" @default.
- W3213230003 isRetracted "false" @default.
- W3213230003 magId "3213230003" @default.
- W3213230003 workType "article" @default.