Understanding the voice of customers and employees in ride-sharing companies using text analytics

•Ride-sharing services are being poorly rated by customers and employees.•This study focuses on improving service quality of ride-sharing companies.•The methodology for this research comprises of five steps.•The first three steps consist of data extraction, cleaning, and analyzing responses.•Identif...

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Bibliographic Details
Published in:Transportation research interdisciplinary perspectives 2024-01, Vol.23, p.101002, Article 101002
Main Authors: Senthilnathan, Varshini Priyaa, Rajendran, Suchithra
Format: Article
Language:English
Subjects:
Online customer and employee reviews
Quality-based recommendation
Ride-sharing companies
Text analytics
Voice of customers and employees
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Summary:•Ride-sharing services are being poorly rated by customers and employees.•This study focuses on improving service quality of ride-sharing companies.•The methodology for this research comprises of five steps.•The first three steps consist of data extraction, cleaning, and analyzing responses.•Identifying key issues and providing quality-based insights are achieved in the last phase. The entry of ride-sharing companies has completely changed the dynamics of public transportation worldwide. Nevertheless, transportation network companies providing these shared services are poorly rated by customers and employees. This study primarily focuses on improving the quality provided by these companies by identifying the issues faced by both customers and employees and giving quality-based recommendations for the entire industry by analyzing and understanding the reviews that are available on online platforms. This research mainly considers two ride-sharing companies that account for around 99% of the market share in the US. The methodology for this research comprises of the following five steps: extraction of online reviews by customers and employees employing a web scraping tool, text data cleaning, analyzing responses using n-grams analysis, identifying relevant issues, and recommending quality-based insights based on the reviews extracted using root cause analysis (RCA) technique. Thus, the study can serve as a set of improvements and suggestions that ride-sharing companies can utilize to strengthen their businesses.
ISSN:2590-1982
2590-1982
DOI:10.1016/j.trip.2023.101002