The use of expert review in component development for customer satisfaction towards E-hailing

Nur Athirah Nabila Mohd Idros, Hazura Mohamed, Ruzzakiah Jenal

Research output: Contribution to journalArticle

Abstract

The emergence of e-hailing apps has increased the demand of customers because online transportation service is very convenient in this modern society. As e-hailing provides an online platform for booking a ride, this apps also functions to connect the customer and driver, while at the same time allowing the customers to interact with customer service that company has provided to keep track of the satisfaction. Competition among e-hailing companies has increased since customers nowadays are very influential and knowledgeable in terms of choosing any transportation services that they want. The purpose of this study is to identify customer satisfaction towards e-hailing by embedding value co-creation model. Value co-creation is one of the concepts in Service Science that has been proved to increase customer satisfaction. Value co-creation is focused on company-customer interaction that helps in maintaining a good customer relationship and improve the company’s performance. Expert identification and evaluation procedure are used as a technique to adapt the definition of value co-creation model towards e-hailing. Then, the other factor from previous studies will be proposed as a component to be listed under value co-creation model and reviewed by an expert.

Original languageEnglish
Pages (from-to)347-356
Number of pages10
JournalIndonesian Journal of Electrical Engineering and Computer Science
Volume17
Issue number1
DOIs
Publication statusPublished - 1 Jan 2019

Fingerprint

Customer Satisfaction
Customer satisfaction
Customers
Application programs
Industry
Review
Driver
Model
Evaluation
Interaction

Keywords

  • Customer satisfaction model
  • DART model
  • Online transportation service
  • Service science
  • This study is supported by Universiti Kebangsaan Malaysia through the Research Grant GGP-2017-021 and Research Grant GUP-2017-099
  • Value Co-creation

ASJC Scopus subject areas

  • Signal Processing
  • Information Systems
  • Hardware and Architecture
  • Computer Networks and Communications
  • Control and Optimization
  • Electrical and Electronic Engineering

Cite this

The use of expert review in component development for customer satisfaction towards E-hailing. / Idros, Nur Athirah Nabila Mohd; Mohamed, Hazura; Jenal, Ruzzakiah.

In: Indonesian Journal of Electrical Engineering and Computer Science, Vol. 17, No. 1, 01.01.2019, p. 347-356.

Research output: Contribution to journalArticle

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