Importance – Performance Analysis (IPA) of metro service attributes during the COVID-19 pandemic

Aghajanzadeh, Mohammad; Aghabayk, Kayvan; Esmailpour, Javad; Gruyter, Chris De

doi:10.1016/j.cstp.2022.06.005

Cited by 19 publications

(13 citation statements)

References 64 publications

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“…These are characteristics that are important to users and have been appropriately applied to satisfy customers. Several factors have become more important when it comes to quality of service, while others have become less critical [17]. The manager of Trans Semanggi Suroboyo Bus is responsible for maintaining high performance.…”

Section: Discussionmentioning

confidence: 99%

Importance-Performance Analysis (IPA) on the Service Quality of Suroboyo Trans Semanggi Bus in Indonesia

et al. 2022

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The goal of this study was to use the Importance-Performance Analysis (IPA) technique to assess the service quality of Suroboyo Trans Semanggi Bus, with Servqual as the research dimension. This study used a cross-sectional design to investigate the connection between the independent and dependent variables by collecting data at the same time (point time approach). We used questionnaires distributed offline and online to obtain responses from respondents. The study results indicate that two attributes must be the main concern for managers to prioritize their performance improvement. The two attributes are friendly service and ease of access. In terms of accessibility, the government and related authorities must provide comfortable and representative bus stops. Furthermore, interconnection between transportation modes that can be linked to bus services must be examined in order for bus services to be integrated with other mass transportation services.

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Section: Discussionmentioning

confidence: 99%

Importance-Performance Analysis (IPA) on the Service Quality of Suroboyo Trans Semanggi Bus in Indonesia

et al. 2022

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“…The results of the questionnaire that have been valid and reliable are then continued by calculating the average level of importance and performance. The calculation results are entered into the Impotence Performance Analysis (IPA) and CustomerSatisfaction Index (CSI) matrices (Aghajanzadeh et al, 2022).…”

Section: Methodsmentioning

confidence: 99%

Assessment of Motor Vehicle Repair Shop Service Quality Perception Using the SERVPERF Model and Lean Service

Islami

Sari

Dewi

et al. 2023

TJAIE

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The benchmark for the success of a business or product is to measure the satisfaction of customers who have used or felt the goods or services. The customer's expectations of the function and emotional happiness factors that arise from the use of goods or services are entirely the responsibility of the producer. So that manufacturers need to focus on what attributes must be presented in a product or service to increase customer satisfaction. The decrease in customer interest in providing vehicle service at an automotive company in Sidoarjo is the problem studied in this study, to analyze the level of customer satisfaction and attributes that are priority improvements as recommendations for the company. Data generated from customers is processed and analyzed using the Service Performance (SERVPERF) and Lean Service methods. Based on the results of data processing, it can be concluded that the level of customer satisfaction with service quality is 82.3%, and three service attributes are classified as a top priority and two types of critical waste.

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“…Many countries have taken measures, such as restricting entry, social distancing, and staying at home, to slow the diffusion of COVID-19 worldwide [1]. Moreover, many industries have been badly affected, such as the hospitality business and logistics industry [2]. However, social distancing and customer concerns about health and safety have contributed to the rapid growth of e-commerce [3].…”

Section: Introductionmentioning

confidence: 99%

Understanding Customer Opinion Change on Fresh Food E-Commerce Products and Services—Comparative Analysis before and during COVID-19 Pandemic

Li,

Shen,

Zhao

et al. 2024

Sustainability

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During the coronavirus disease 2019 (COVID-19) pandemic, non-face-to-face e-commerce has become a significant consumer channel for customers to buy fresh food. However, little is known about customer opinion changes in fresh food e-commerce (FFEC) products and services during COVID-19. This study investigated the changes in expectations and preferences of FFEC customers on products and services before and during the pandemic from online reviews through a text mining approach. We divided the pandemic into two phases, acute and recovery, and found that eight attributes affect customers’ opinions. Some logistic service-related attributes gained customer attention during the acute phase, but product-related attributes gained more attention in the recovery phase. Customers showed a great level of forgiveness on many attributes during the acute phase, but customers’ dissatisfaction was expressed during the recovery phase. Finally, the results of the comparative importance–performance analysis provide improvement strategies for FFEC and help optimize their resource allocation of FFEC and enhance sustainable operation capacity in the case of a crisis.

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Importance – Performance Analysis (IPA) of metro service attributes during the COVID-19 pandemic

Cited by 19 publications

References 64 publications

Importance-Performance Analysis (IPA) on the Service Quality of Suroboyo Trans Semanggi Bus in Indonesia

Importance-Performance Analysis (IPA) on the Service Quality of Suroboyo Trans Semanggi Bus in Indonesia

Assessment of Motor Vehicle Repair Shop Service Quality Perception Using the SERVPERF Model and Lean Service

Understanding Customer Opinion Change on Fresh Food E-Commerce Products and Services—Comparative Analysis before and during COVID-19 Pandemic

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