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

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...

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Bibliographic Details

Published in:	ComTech
Main Authors:	Dino Caesaron, Jessie Makapedua, Rio Prasetyo Lukodono
Format:	Article
Language:	English
Published:	Bina Nusantara University 2021-11-01
Subjects:	online-based ride-hailing services service quality (servqual) refined kano importance performance analysis (ipa) quality function deployment (qfd)
Online Access:	https://journal.binus.ac.id/index.php/comtech/article/view/6790