文章基本信息

标题：USER SATISFACTION INDEX OF E-HAILING SERVICES BASED ON CO-CREATION VALUE
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作者：RUZZAKIAH JENAL ; HAZURA MOHAMED ; SITI AISHAH HANAWI 等
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2021
卷号：99
期号：10
语种：English
出版社：Journal of Theoretical and Applied
摘要：E-hailing is a service that allows users to book a journey online and provides a platform for users to interact with e-hailing companies. The interaction between users as service recipients and e-hailing companies as service providers creates a co-creation value concept. However, studies on user satisfaction with e-hailing services have received less attention. Therefore, a study conducts to measure the satisfaction index of e-hailing services based on the co-creation value. The study uses the co-creation value model, the DART model, as the basis for improving e-hailing services through user satisfaction. The DART model, which consists of four factors, namely dialogue, access, risk assessment, and transparency, is a determining factor in e-hailing service user satisfaction. A survey of 251 users of e-hailing services conducts through an online questionnaire survey, and data from the questionnaires were analyzed. The e-hailing user satisfaction index results of 78.34% indicate that users are satisfied with the e-hailing services provided. It hopes that this study can be a guide for quality e-hailing services.
关键词：E-Services;Transportation Services;Service Quality;Satisfaction Index;User Satisfaction Model;DART Mod