Understanding Service Quality Concerns From Public Discourse In Indonesia State Electric Company
Indra Ardhanayudha Aditya, Fajar Nurrohman Haryadi, et al.
Informasi Umum
Kode
24.55.037
Klasifikasi
658.809 - Services marketing
Jenis
e - Article Journal
Subjek
Service Quality
No. Rak
Dilihat
151 kali
Informasi Lainnya
Abstraksi
Indonesia State Electricity Company (PLN) has transformed its business process into a more modern practice with the intention of boosting efficiency and enhancing service quality. In the digital economy space, customer expectation is more complex, influenced by the network effect and public opinion. Facing these facts, it is imperative for PLN to be able to listen to its customers’ voices using publicly available social media channels. Understanding and acting upon large-scale opinions and conversations is a nontrivial task. To filter large-scale data, we employ Natural Language Processing (NLP) methodology called Latent Dirichlet Allocation (LDA) to find the dominant topics in public discourse. It is followed by UTAUT2 model implementation to further clarify the most critical issues found. Finally, this study modified the e-ServQual and eRecServQual methodologies to propose the best and most personalized solution for each issue. By using the proposed approach, PLN could accelerate the implementation of data-driven decisionmaking and induce sustainability.
Koleksi & Sirkulasi
Tersedia 1 dari total 1 Koleksi
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Pengarang
| Nama | Indra Ardhanayudha Aditya, Fajar Nurrohman Haryadi, et al. |
| Jenis | Perorangan |
| Penyunting | |
| Penerjemah |
Penerbit
| Nama | Cell Press |
| Kota | New York |
| Tahun | 2023 |
Sirkulasi
| Harga sewa | IDR 0,00 |
| Denda harian | IDR 0,00 |
| Jenis | Non-Sirkulasi |
