An analysis of a third-party food delivery app during the COVID-19 pandemic

PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.Design/methodology/approachOne thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.FindingsAmong the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least important. Additionally, customers' perceptions towards the three dimensions were all unfavorable and there were more negative comments than the positive comments: FDAs (P/N = 0.728), product quality (P/N = 0.60) and service quality (P/N = 0.865).Originality/valuePrevious studies investigating FDAs assessed solely the performance of the app. However, customers' experience of a food delivery service is comprised of multiple components including the app, the restaurant and the delivery driver. To fill the void, this study evaluated a third-party app performance, product quality and service quality to capture the totality of customers' food delivery service experience.

THE EFFECT OF BEHAVIORAL AND PERFORMANCE ASPECTS OF EDUCATOR ACCOUNTANTS ON THE ACCOUNTING STUDENTS’ COMPETENCE

<p class="JurnalASSETSABSTRAK"><strong>ABSTRACT</strong></p><p>This study aims to determine the effect of behavioral and performance aspects of educator accountants on the competence of accounting students at universities throughout Banten Province. The method used is descriptive and associative quantitative. The results of the descriptive analysis showed that the behavioral aspect of the perception dimension variable had the highest average value, the lowest motivation dimension. The variable of educator accountants' performance of the collaboration dimension had the highest average value and the lowest of higher education Tridharma output quality dimension. The variable of accounting students' competence in the dimension of learning to live together has the highest average value, and the dimension of learning to understand is the lowest. The results of the associative analysis were obtained simultaneously that the behavioral and performance aspects of educator accountants affect the competence of accounting students.</p><p> </p><p class="JurnalASSETSABSTRAK"><strong><em>ABSTRAK</em></strong><em></em></p><p><em>Penelitian ini bertujuan untuk mengetahui pengaruh aspek keperilakuan dan kinerja akuntan pendidik terhadap kompetensi mahasiswa akuntansi di Perguruan Tinggi se-Provinsi Banten. Metode yang digunakan adalah kuantitatif deskriptif dan asosiatif. Hasil analisis deskriptif diperoleh bahwa pada variabel aspek keperilakuan dimensi persepsi memiliki nilai rata-rata tertinggi, dimensi motivasi terendah. Variabel kinerja akuntan pendidik dimensi kerja sama memiliki nilai rata-rata tertinggi, dimensi kualitas output tridarma perguruan tinggi terendah. Variabel kompetensi mahasiswa akuntansi dimensi learning to live together memiliki nilai rata-rata tertinggi, dimensi learning to understand terendah. Hasil analisis asosiatif diperoleh secara simultan aspek keperilakuan dan kinerja akuntan pendidik berpengaruh terhadap kompetensi mahasiswa akuntansi.</em></p>

Model Evaluasi Dosen Metodologi Ekonomi Islam Oleh Mahasiswa Selama Pandemi Covid 19

The research is aimed at evaluating the lecturer performance in teaching the methodology of Islamic economics based on the students’ observation during the online course as the effect of COVID 19. The measurement of the performance refers to the concept of satisfaction related to the educational service by comparing the performance to the expectation adopted from Parasunaman’s five quality dimension: tangible, reliability, responsiveness, assurance, and empathy. The data is collected from the questionnaire. The descriptive quantitative research is used to map the strengths and weaknesses in four classifications: first, what aspects a lecturer should prioritize because the lecturer performance is low and the student expectation is high; second, what aspects a lecturer should maintain because the lecturer performance is in line with the student expectation; third, what aspects a lecturer should maintain but think again about weighting them because the lecturer performance is low and the student expectation is also low; fourth, what aspects a lecturer should reduce their emphasis because the lecturer performance is high but the student expectation is low. The result shows that with the four classification the lecturer performance related to the service quality can be managed well.

ASSOCIATIVITY AND ORGANIZATIONAL CULTURE OF HASS AVOCADO PRODUCTION CHAINS IN THE HUANCAVELICA REGION, PERU 2003−2019

The objective of the research was to determine the relationship between associativity and the organizational culture of Hass avocado production chains in the Huancavelica Region, Peru in the period 2003–2019. The research is of an applied type, the inductive inferential scientific method was applied. Likewise, the research design used is non-experimental, cross-sectional. A questionnaire was applied to 105 Hass avocado producers from the Huancavelica Region, one of the poorest regions of Peru, in the middle basin of the Mantaro River Valley from the Mariscal Caceres district to the Mantacra town center. In the study, it was found that the associativity environment (ENT) (ASO), based on organizational culture (COR), has a significant influence on the communication dimension (p < 0.05). Regarding support services (SA), has a significant influence on the quality dimension (p < 0.05). Also in relationships (REL), they have a significant influence on the communication and adaptability dimensions (p < 0.05). Finally, in government policies (GP), it has a significant relationship with the communication dimension (p < 0.05). Therefore, these dimensions generate a positive impact on organizational culture.

DATA QUALITY DIMENSIONS, METRICS, AND IMPROVEMENT TECHNIQUES

Achieving high level of data quality is considered one of the most important assets for any small, medium and large size organizations. Data quality is the main hype for both practitioners and researchers who deal with traditional or big data. The level of data quality is measured through several quality dimensions. High percentage of the current studies focus on assessing and applying data quality on traditional data. As we are in the era of big data, the attention should be paid to the tremendous volume of generated and processed data in which 80% of all the generated data is unstructured. However, the initiatives for creating big data quality evaluation models are still under development. This paper investigates the data quality dimensions that are mostly used in both traditional and big data to figure out the metrics and techniques that are used to measure and handle each dimension. A complete definition for each traditional and big data quality dimension, metrics and handling techniques are presented in this paper. Many data quality dimensions can be applied to both traditional and big data, while few number of quality dimensions are either applied to traditional data or big data. Few number of data quality metrics and barely handling techniques are presented in the current works.

A COMPARATIVE STUDY OF TELECOMMUNICATION SERVICE QUALITY AND CUSTOMER SATISFACTION BETWEEN NTC AND NCELL IN NEPAL

Nepal Telecommunication (NTC) and Ncell are the two main telecom players in Nepal at the moment. Ncell has been primarily focused on offering Global System for Mobile (GSM) mobile lines, while NTC offers all types of phone services. Although NTC remains the countrys leading provider of total subscribers, Ncell recently overtook NTC as the countrys leading provider of GSM mobile lines. This study aims to assess customer satisfaction in two highly competitive Nepalese telecom industries and make a comparison based on service quality. Descriptive and inferential tools are used to draw the comparative analysis. The research identifies the security service quality dimension as the major dimension of both telecommunication networks. It also locates reliability service quality of the NTC network is highly correlated with customer satisfaction whereas the security of the Ncell network is highly correlated with customer satisfaction. Tangibles are a high effect on customer satisfaction of NTC whereas security highly affects customer satisfaction of Ncell network. This study will aid the telecommunications industry in general, as well as the service quality, in better understanding their main areas of strength and, as a result, better framing their decision-making strategies to increase customer satisfaction and gain a competitive advantage.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIAhip

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk Honda Merek Vario

The purpose of this study is to know the level of consumer satisfaction with the quality of products (appearance, characteristics, reliability, durability, service, aesthetics, and perception of quality) attached to the Honda Vario and to know which of the seven dimensions of product quality (appearance, characteristics, reliability, durability, service, aesthetics, and perception of quality) attached to the Honda Vario provide the most optimal satisfaction. The type of research used is associative research with sample survey method. Determination of the number of respondents is determined by slovin formula, then the taking of respondents using stratified proportional random sampling techniques. This study used 84 respondents who are buyers and users of Honda Vario. The method of data collection using questionnaires, then as a tool of analysis of the author's data using the Consumer Satisfaction Index and Cartesian Diagram. Based on the analysis can be concluded: 1) The level of consumer satisfaction to the quality of products attached to the Honda Vario based on overall GPA in accordance with the consumer response is stated to be very good or very satisfactory; 2) Of the seven dimensions of product quality that provide the most optimal satisfaction based on cartesian diagrams, namely: characteristics, reliability, service, aesthetics and perception of quality. By looking at respondents' responses about the quality dimension of the product attached to the Honda Vario, it is necessary to improve the quality of the product in order to provide higher satisfaction in the future