Improving bebike ride-hailing service quality: The role of KANO and IPA integrated models

Abstract

The topic discusses priority factors to improve the quality of Be motorbike ride- hailing service through combining two models: Kano and IPA. Research with the main goal is to arrange the quality attributes that Be needs to prioritize resources to improve or continue to perform well in order to create a high reputation for quality and enhance its competitive position compared to other competitors. The study synthesized 25 quality attributes from secondary data sources, the results of combining the Kano and IPA models were to prioritize 22 quality attributes and 3 indifferent customer quality attributes. not interested. The research was conducted in two stages: secondary data research and quantitative research. Research secondary data: systematizing theories related to the topic, thereby synthesizing 25 quality attributes. Quantitative research: data collection using survey questionnaires (n=288). Collected data were processed and analyzed using Excel and SPSS 20 software through descriptive statistics and Kano-IPA model analysis. Research results show that there are 9 priority attributes to continue doing well and 13 priority attributes to improve