BlaBlaCar's Service Management

Anne-Gabrielle H.

Order the writing of a tailor-made Management Thesis

Free quote online

Dissertation Format .docx

BlaBlaCar's Service Management

Download

Read an extract

Themes

BlaBlaCar, e-service, website, information, communication, security, personalization, brand reputation, refund policy

Reader
Abstract
Contents
Extract

Abstract

As information becomes more available and communication easier, C2C service emerges as a more and more integral part of our society. The companies behind the service often only offer the service of connecting and helping with the transaction between the parties involved in the service that is later performed, as part of the shared economy. Therefore, service quality becomes a more important factor for success. As many of these services are located on the internet through apps or webpages, some factors emerge as more important than others, thus e-service quality aims to optimize service quality in the online environment.
BlaBlaCar is a French service provider which matches people who are driving to a location together with people who need to go there. Thus, they are the typical service provider in a C2C environment. The service is available through both a website and an app. Being active in those channels makes it very important for the website and app to be optimal in both design and function. Because of these characteristics, it makes it very interesting to study this service in terms of E-service quality.

Literature Review
1. Service quality
2. E-service characteristics
3. E-service quality theories
4. The first model
5. The second model
6. A conceptual model of E-service
Online Survey
1. Visual
2. Degree of personalization
3. Personal information
4. Brand reputation
5. Rides
6. Information needs
7. Support
8. Web design conventions
9. Accessibility
10. Refund policy
11. Help available
12. Satisfaction
Discussion
Conclusion

Get this table of contents for free after login.

Extract

[...] How is the website perceived and does it affect service quality? How can it be improved? To answer this questions we firstly search for literature available on the subject of e-service. Based on the findings underlying existing literature, we formulated a survey to collect customers data. The survey was answered by 14 users of the Blablacar service and was complemented by an in-depth focus group interview with four students to further strengthen the data set. By analyzing the data, we will be able to conclude whether the webpage enhance the service quality or not, and to find the strengths and weaknesses of the webpage. [...]

[...] To have more relevant results we should have a more interactive survey, ask the people to answer only seriously. Concerning the focus group, we only interviewed four students, once again only students may not be relevant, also four people is not enough to generalize the purpose even if it still gives relevant informations. References S. (2016). Share your journey with BlaBlaCar - trusted carpooling. Retrieved December from BlaBlaCar, https://www.blablacar.co.uk Collis, J., & Hussey, R. (2013). Business research: A practical guide for undergraduate and postgraduate students (4th ed.). Basingstoke: Palgrave Macmillan. [...]

[...] This means that the company does not control the supply, thus more remote places tend to offer fewer rides. This relates to service quality as customers expect to be able to use the service anytime anywhere. This makes the company responsible for the supply, In order to increase supply in certain regions they could improve their marketing strategy to be more known abroad, to get more customers that looks for rides or that proposes rides. They could also use sponsorships and affiliates as a strategy, so they get more customers and they satisfy their current customers. [...]

[...] There is some improvement that can be done so the website can enhance customer satisfaction like the refund system, the amount of ride offer and the personalization of the research. Through increased marketing efforts, functional development of the website and further improve the refund system making it more safe for both passengers and drivers to book rides. There is some limitations to our results. Concerning the online survey, the sample that we used was mostly based on students and we had only 14 answer then, we can not say that the results are the most relevant. [...]

[...] E-service quality has to tackle service quality challenges in a different perspective than conventional businesses. E-service quality has different characteristics than conventional businesses. First of all, the interaction is made through the Internet and there is no physical encounter between the customer and the service provider. Secondly, with the use of their database and several ways to get customer's consumption behaviors, e-service firms can use a personalized communication. This communication allows the firm to offer a service adjusted for the customer's needs. [...]

docx