Understanding service quality concerns from public discourse in Indonesia state electric company
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....
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| Format: | Article |
| Language: | English |
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Elsevier
2023-08-01
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| Series: | Heliyon |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2405844023059765 |
| _version_ | 1797732931065610240 |
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| author | Indra Ardhanayudha Aditya Fajar Nurrohman Haryadi Indri Haryani Indira Rachmawati Dian Puteri Ramadhani Tarandhika Tantra Andry Alamsyah |
| author_facet | Indra Ardhanayudha Aditya Fajar Nurrohman Haryadi Indri Haryani Indira Rachmawati Dian Puteri Ramadhani Tarandhika Tantra Andry Alamsyah |
| author_sort | Indra Ardhanayudha Aditya |
| collection | DOAJ |
| description | 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 e-RecServQual 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 decision-making and induce sustainability. |
| first_indexed | 2024-03-12T12:21:39Z |
| format | Article |
| id | doaj.art-686ab9eb7a334be09e5d82e084a95a3b |
| institution | Directory Open Access Journal |
| issn | 2405-8440 |
| language | English |
| last_indexed | 2024-03-12T12:21:39Z |
| publishDate | 2023-08-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Heliyon |
| spelling | doaj.art-686ab9eb7a334be09e5d82e084a95a3b2023-08-30T05:52:32ZengElsevierHeliyon2405-84402023-08-0198e18768Understanding service quality concerns from public discourse in Indonesia state electric companyIndra Ardhanayudha Aditya0Fajar Nurrohman Haryadi1Indri Haryani2Indira Rachmawati3Dian Puteri Ramadhani4Tarandhika Tantra5Andry Alamsyah6Research of Power Plant and Primary Energy PT PLN (Persero) Research Institute Jakarta, Jakarta, IndonesiaResearch of Power Plant and Primary Energy PT PLN (Persero) Research Institute Jakarta, Jakarta, IndonesiaResearch of Power Plant and Primary Energy PT PLN (Persero) Research Institute Jakarta, Jakarta, IndonesiaSchool of Economic and Business, Telkom University, Bandung, 40257, IndonesiaSchool of Economic and Business, Telkom University, Bandung, 40257, IndonesiaSchool of Economic and Business, Telkom University, Bandung, 40257, IndonesiaSchool of Economic and Business, Telkom University, Bandung, 40257, Indonesia; Corresponding author.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 e-RecServQual 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 decision-making and induce sustainability.http://www.sciencedirect.com/science/article/pii/S2405844023059765Public discourseCustomer voiceTopic modelingUTAUT2e-ServQuale-RecServQual |
| spellingShingle | Indra Ardhanayudha Aditya Fajar Nurrohman Haryadi Indri Haryani Indira Rachmawati Dian Puteri Ramadhani Tarandhika Tantra Andry Alamsyah Understanding service quality concerns from public discourse in Indonesia state electric company Heliyon Public discourse Customer voice Topic modeling UTAUT2 e-ServQual e-RecServQual |
| title | Understanding service quality concerns from public discourse in Indonesia state electric company |
| title_full | Understanding service quality concerns from public discourse in Indonesia state electric company |
| title_fullStr | Understanding service quality concerns from public discourse in Indonesia state electric company |
| title_full_unstemmed | Understanding service quality concerns from public discourse in Indonesia state electric company |
| title_short | Understanding service quality concerns from public discourse in Indonesia state electric company |
| title_sort | understanding service quality concerns from public discourse in indonesia state electric company |
| topic | Public discourse Customer voice Topic modeling UTAUT2 e-ServQual e-RecServQual |
| url | http://www.sciencedirect.com/science/article/pii/S2405844023059765 |
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