Benchmarking & Factor analysis of mined user-generated contents in the car-sharing industry??

The quality of a product or service, according to the ISO-9000-2015 definition, is determined by its ability to satisfy consumers and its direct or indirect impact on relevant stakeholders. Additionally, the ISO standard specifies that quality includes not only functionality and performance but also value and benefit perceived by the customer [1]. Given the definition, it is clear how fundamental quality is in the development of a product or a service, as it is heavily based on end users' prior expectations and using perceptions. While considering this complication, a number of scholars have dedicated themselves to investigating techniques for constructing quality dimensions of products or services, while also considering expected criteria and customer perception of quality. What scholars and ISO standards have not often considered is that, as of today, there are not exclusively distinct products and services on the market, but business models that, with the intention of returning superior value to the customer, are a mixture of products and services, i.e., product-service systems. The rigorous schematic structure of previously studied quality dimension frameworks applies with difficulty in this context to models that need the simultaneous management of tangible and intangible components, such as sharing mobility services. Indeed, in recent years, frequently pooled business models in the sharing mobility industry have achieved success, becoming increasingly popular and profitable. The recent growth and intrinsic complexity of these business models provide a wealth of research insights into a wide range of challenges, including quality management. The current study focuses on the quality management of shared mobility services, having two goals in mind: 1.??To extract and analyse the quality dimensions of the car-sharing mobility services, from user-generated content. The methodology applied to extract the quality dimensions of the two services is proposed by [2] and consists of using a topic modelling algorithm, (Structural Topic Modelling) to a database of reviews released by users: the algorithm, by identifying the most discussed topics within the reviews, identifies the latent quality dimensions of the car-sharing mobility service. 2.??The second objective that this study sets is to define a framework to categorise the quality determinants defined through the Topic Modelling and their relationship with customer satisfaction by using the “Kano-like framework”.