在线叫车服务中修订的重要性-绩效分析方法(以印度尼西亚为例)

Proceedings of the 2021 3rd International Conference on Management Science and Industrial Engineering Pub Date : 2021-04-02 DOI:10.1145/3460824.3460830

Ajeng Hanifah, Mutiara Adhilia Purwaningsih, Atheea Annisa Rahma, T. R. Naufal

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引用次数: 1

摘要

本文的目的是评估在线摩托车的客户满意度，并为在线摩托车提供建议，以保持和提高在线摩托车的质量。本研究模型利用m-LBS的基本属性，该属性由9个维度组成，其中包含29个属性，并使用改进的IPA方法识别需要改进的属性。修订后的IPA的优点有三个额外的因素，即基本因素、性能因素和兴奋因素，有助于完善传统IPA的现有因素。该研究分析了301份合适的调查问卷的数据，这些调查问卷来自印度尼西亚，特别是雅加达、日惹和中爪哇的17岁及以上使用在线摩托车服务的客户。本研究结果表明，有两个指标是改进的主要优先级，即RL1:服务提供稳定，无错误;IQ1:当我遇到问题时，我可以轻松地访问服务提供商。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Revised Importance-Performance Analysis Approach in Online Ride Hailing Services (Case study in Indonesia)

The purpose of this paper is to evaluate customer satisfaction on online motorcycles and provide recommendations to online motorcycles in order to maintain and improve their quality. This research model uses the basic attributes of m-LBS which consists of nine dimensions with 29 attributes in it, and uses revised IPA method to identify attributes that need to be improved. The advantages of revised IPA there are three additional factors, namely basic factors, performance factors and excitement factors useful to complete the existing factors in conventional IPA. The study analyzed data on 301 suitable questionnaires collected from customers aged 17 years and over who had used online motorcycle services in Indonesia, especially Jakarta, Yogyakarta and central Java. The results of this study show that there are two indicators that are the main priority of improvement, namely RL1: The service is provided stably without error and IQ1: I can easily access the service provider whenever I have a problem.

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Proceedings of the 2021 3rd International Conference on Management Science and Industrial Engineering

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