Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Technology and Innovation
Sharing Economy Of Online Food Delivery: Revealing The Underlying Attributes Of The Customer Experience Through Semantic Network Analysis, Hepinda Fajari Nuharini, Mustika Sufiati Purwanegara
Sharing Economy Of Online Food Delivery: Revealing The Underlying Attributes Of The Customer Experience Through Semantic Network Analysis, Hepinda Fajari Nuharini, Mustika Sufiati Purwanegara
The South East Asian Journal of Management
Research Aims: This study aimed to reveal the underlying attributes of the customer experience in the sharing economy of online food delivery (OFD).
Design/Methodology/Approach: After collecting 45,116 reviews from the Google Play store, a semantic network analysis was conducted. Python programming language and text mining were utilised to extract keywords from online reviews, a frequency analysis was performed, and a CONvergence of iterated CORrelations (CONCOR) analysis was conducted using Ucinet 6.0.
Research Findings: The keywords ‘food,’ ‘order,’ ‘driver,’ and ‘application’ had the highest frequency and centrality. Customer experience attributes were classified into four clusters: ‘Delivery Procedure’, ‘OFD Platform’, ‘Payment Process’ …