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Enhancing E-Commerce Customer Satisfaction: A Multi-Method Approach Using Sentiment Analysis, IPA, and PGCV

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The advancement of information technology has enabled rapid expansion in e-commerce, establishing one of the platforms as a leading company in Indonesia. Subsequently, the authors name the e-commerce platform as XZ to preserve the anonymity of the research subject. This research intends to evaluate consumer sentiment regarding XZ’s e-service quality utilizing opinion mining based in the Support Vector Machine (SVM) method, while also determining enhancement priorities through Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV). The dataset comprises 50,000 data from the Google Play Store, categorized into positive and negative comments. The findings reveal that factors including the promptness in addressing customer complaints, the effectiveness of refund procedures, and XZ’s reliability in delivering promotional commitments, including shipping discount vouchers, are primary customer concerns. The IPA technique indicated that key service components should be emphasized to improve customer satisfaction, particularly attributes such as P4, P13, and P14. The PGCV methodology strengthened these results by determining the enhancement opportunities that would most significantly elevate service value, particularly attribute P4 associated with the promptness of addressing customer complaints. Also, P13 regarding the effectiveness of refund procedures for incorrectly shipped or defective products, and lastly P14 pertaining to XZ’s reliability in delivering on promotional commitments such as shipping discount vouchers. The results of this study have the potential to provide a benchmark for the businesses in formulating more efficient service enhancement plans and assist in advancing the field of quality management within the e-commerce industry.

Implementation Importance-Performance Analysis Method to Increase Customer Satisfaction of Honda Motorcycle Dealer using Text Mining

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Transportation is an essential aspect of people’s lives that plays an essential role in supporting economic, social, and cultural activities. Private transportation has become a basic need for Indonesian people, increasing yearly, especially for motorcycles. One of the biggest motorcycle brands in Indonesia is Honda, and West Java is one of the most significant contributors to motorcycle usage. However, their market share is decreasing through the years. It is essential to review customer satisfaction in purchasing Honda products both in terms of product and service through their customer journey in purchasing Honda products. Therefore, this research will discover the aspects customers need from online reviews, especially Google reviews. This research conducted case studies on Dealer Daya Adicipta Motora Bandung, Dealer Bintang Niaga Jaya Bogor, and Dealer Murni Motor II Bogor.

Using Importance Performance Analysis (IPA) will recommend aspects that must be prioritized to improve. The first step is to identify the customer’s needs from Google reviews using non-negative matrix factorization (NMF) that produces matrix H and matrix W as the keywords for every aspect. Then, this research also calculates the sentiment for each review using a dependency tree and lexicon SenticNet5. With the output from NMF and sentiment, we will calculate the performance and importance levels. Ultimately, the Performance Level and Importance Level will be plotted into the graph and divided into four quadrants, with Quandrant A as the top priority for improvement. Eight aspects identified in Dealer Daya Adicipta Motora Bandung, the waiting room facility become the priority of improvement. Dealer Bintang Niaga Jaya Bogor has 7 aspects identified, and the services and buying experience become the top priority of improvement; meanwhile, there are 4 aspects identified in Dealer Murni Motor II Bogor, with the waiting time and waiting room facility become the top priority for improvement.

Generating Strategic Initiative to Improve Employee Engagement at PT Semar Sentinel Indonesia in the Post-Pandemic Era

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The COVID-19 pandemic has impacted the economy, leading to reduced reliance on consulting services by businesses aiming to save costs. Consulting firms, including those in the construction sector, experienced significant challenges, resulting in bankruptcies and financial difficulties. The pandemic’s isolation policies affected remote workers, including consultants, causing work-related stress and decreasing productivity and work engagement. This research aims to investigate the factors contributing to high turnover at PT Semar Sentinel, with a specific focus on employee engagement. The study conducted primary data collection through semi-structured interviews with five employees from the company and the questions addressed factors that required improvement. The collected data was analyzed using NVivo 14 Software, employing deductive coding and content analysis techniques. The analysis revealed seven major variables: Psychological Availability, Brand, Leadership, Performance/Opportunity, The Work, The Basics, and Company Practices. Within these variables, specific factors affecting employee engagement were identified. The study found that variables such as People Management and Emotional Energy had low performance but high importance, indicating areas requiring improvement.