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

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.

CMMI V2.0 Maturity Level 2 and Scrum Applicability in Jordanian Agile Companies Based on Expert Review

“…This study explains the verification process that examines the applicability of CMMI v2.0 ML 2 and the Scrum method based on expert review. The benefits of applying expert review include its utility in researching a small number of cases and its considerable value in obtaining opinions from practitioners about a theory that has been suggested in the field (Almomani et al, 2020;Blaxter et al, 2001;Idros et al, 2020). The main objective of the verification process is to confirm that practices of CMMI V2.0 which belong to ML 2 are applicable to be used by JAC that uses Scrum.…”

“…The author was obliged to meet the expert in person while they answered the questionnaire since the response rate was initially poor. Only nine developers finished the questionnaire which considered an acceptable number of experts to complete the process of verification (Altarawneh, 2016;Almomani et al, 2020;Idros et al, 2020). Furthermore, Hallowell and Gambatese (2010) demonstrated that between three and eight experts needed to participate in the verification process.…”

The implementation of social customer relationship management for tourism information system

“…A company can get important information about customer satisfaction that is more difficult to obtain using traditional way [22]. Allowing the customers to interact with customer service that company has provided to keep track of the satisfaction [32]. The marketing department and manager must be able to segment customers using social media based on unique differences in order to increase communication efficiency when doing marketing.…”

Exploring public sentiments towards courier services in Malaysia through Twitter: a sentiment analysis approach

“…In recent years, there has been a substantial increase in the widespread adoption of social media for communication between customers and courier service companies, particularly in terms of how customers express their satisfaction concerns regarding the use of courier services and how these companies address such issues with equitable fairness [16]. Among the social media platforms, Twitter has emerged as the most extensively adopted platform in numerous business sectors, significantly impacting customer satisfaction [17], [18]. Twitter provides users with two primary benefits: i) a platform for seeking information and ii) a means for sharing information [5], [19].…”