Title page for etd-0326113-215202


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URN etd-0326113-215202
Author Magdala Wing-Yee
Author's Email Address No Public.
Statistics This thesis had been viewed 5374 times. Download 61 times.
Department Business Management
Year 2012
Semester 2
Degree Master
Type of Document
Language English
Title Service Gap in E-coupon Business Model
Date of Defense 2013-01-30
Page Count 72
Keyword
  • Groupon
  • Qualitative Study
  • Service Quality
  • Content Analysis
  • Abstract Groupon is a company that provides services with combination of e-coupon and group-buying
    where customer gets more benefit when more people join to buy in group. Although Groupon
    has been growing rapidly during the last couple years, nevertheless many of their customers
    have shared negative thoughts on different rating.
    We conducted a qualitative research by applying content analysis method and E-S-QUAL to
    examine the complaints Groupon obtained with respect to the service quality. The purpose of
    this research is to discover the reasons why Groupon had so many negative comments, collected
    from SiteJabber and ResellerRating website. In this research, totally 100 comments
    were divided into 569 units which is used as a source for data analysis.
    In our analysis, we found out that the problem of service quality comes from whether the
    Groupon company itself or the Service Provider. The problem originated from Groupon could
    be classified into six main categories: Reliability, Information Quality, Assurance, Low Loyalty,
    Responsiveness and Compensation; from the Service Provider, it can be classified into
    four main categories: Interaction Quality, Service Outcome Quality, Product Outcome Quality
    and Low Loyalty. Moreover, one common Main Category, Cooperation Problem, existed in
    Groupon and Service Provider due to some miscommunication or misinterpretation occurred
    during discussion and therefore it is hard to identify whose fault it is.
    We hope this research contributes the comprehensive understanding of service gap between
    Groupon and Service Provider, and suggest Groupon and Service Provider the solution and
    importance of what needs to be done and to be concern in the future aspect.
    Advisory Committee
  • Jack Shih-Chieh Hsu - chair
  • Chao-Min Chiu - co-chair
  • Hsiangchu Lai - advisor
  • Files
  • etd-0326113-215202.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2013-03-26

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