| Abstract [eng] |
66 pages, 13 images, 10 tables, 73 references. The purpose of this paper for masters degree – To examine possibilities of improving the quality of mobile application of „CityBee“ car sharing service by using SERVQUAL and N. Kano attractive quality models. The following research methods were used in this paper: analysis of scientific literature, in which the service quality model SERVQUAL, N. Kano attractive quality model, principles of integration of these models, car sharing service, quality attributes of mobile applications were reviewed. Furthermore, a questionnaire survey was conducted, where the questions were structured using the principles of N. Kano attractive quality and SERVQUAL models. Data analysis was performed using IMB SPSS (Statistical Product and Service Solutions) software. During the analysis, the Cronbach’s alpha value was calculated to assess the reliability of the scale and independent samples t-test. According to the obtained results, Microsoft Excel software was used for data visualizations. This paper consists of four main parts. The first part deals with the concept of service and its quality assessment models. This section also examines the quality attributes of mobile applications. The second part of this paper describes the business model of the sharing economy, as well as the companies and brands that use this model in practice. The third part describes N. Kano model of attractive quality model and its improvement over time. The fourth part of this paper describes the methodology of the research carried out by the author, the analysis of the collected data and the limitations of the research. In this paper all 20 quality attributes of car sharing mobile application were used to create a model, which can used to improve the mobile application quality and which shows strengths and weaknesses and classification of the attributes according to N. Kano' s attractive quality model categories. Using this model, it is possible to assess, which quality attributes of the car sharing mobile application should be improved, which should be maintained, and which should not be developed further. According to this paper, it was determined that 4 quality attributes should be maintained, mainly from the mobile application design category. 16 quality attributes of the car sharing mobile application should be improved, which includes quality attributes from security and privacy, information quality, payment method and customer satisfaction categories. |
