رسالة جامعية
Service Gap in E-coupon Business Model
| العنوان: | Service Gap in E-coupon Business Model |
|---|---|
| العنوان البديل: | 電子團購卷服務落差研究 |
| المؤلفون: | Magdala Wing-Yee, 梁穎儀 |
| مرشدي الرسالة: | Hsiangchu Lai, 賴香菊 |
| سنة النشر: | 2013 |
| المجموعة: | National Digital Library of Theses and Dissertations in Taiwan |
| الوصف: | 101 Groupon is a company that provides services with combination of e-coupon and group-buying where customer gets more benefit when more people join to buy in group. Although Groupon has been growing rapidly during the last couple years, nevertheless many of their customers have shared negative thoughts on different rating. We conducted a qualitative research by applying content analysis method and E-S-QUAL to examine the complaints Groupon obtained with respect to the service quality. The purpose of this research is to discover the reasons why Groupon had so many negative comments, collected from SiteJabber and ResellerRating website. In this research, totally 100 comments were divided into 569 units which is used as a source for data analysis. In our analysis, we found out that the problem of service quality comes from whether the Groupon company itself or the Service Provider. The problem originated from Groupon could be classified into six main categories: Reliability, Information Quality, Assurance, Low Loyalty, Responsiveness and Compensation; from the Service Provider, it can be classified into four main categories: Interaction Quality, Service Outcome Quality, Product Outcome Quality and Low Loyalty. Moreover, one common Main Category, Cooperation Problem, existed in Groupon and Service Provider due to some miscommunication or misinterpretation occurred during discussion and therefore it is hard to identify whose fault it is. We hope this research contributes the comprehensive understanding of service gap between Groupon and Service Provider, and suggest Groupon and Service Provider the solution and importance of what needs to be done and to be concern in the future aspect. |
| Original Identifier: | 101NSYS5121029 |
| نوع الوثيقة: | 學位論文 ; thesis |
| وصف الملف: | 72 |
| الإتاحة: | http://ndltd.ncl.edu.tw/handle/29738492049345641376Test |
| رقم الانضمام: | edsndl.TW.101NSYS5121029 |
| قاعدة البيانات: | Networked Digital Library of Theses & Dissertations |
| الوصف غير متاح. |