Work

The Satisfaction of Grab Users in Parepare City Using The Structural Equation Model

Year: 2025

Type: article

Abstract: The challenges faced by the city of Parepare, South Sulawesi, in providing adequate public transportation have led many residents to rely on online transportation services such as Grab. The purpose of this study was to analyze user satisfaction with Grab using Structural Equation Modeling (SEM) version 23. This quantitative research involved a sample of 247 Grab Bike users in Soreang District, with data collected through questionnaires. The analysis included validity and reliability tests as well as model fit assessment. The results indicated that the variables tangible, empathy, reliability, responsiveness, and price had a positive and significant effect on customer satisfaction, while assurance did not. The model fit test revealed that some indices met the criteria, but others did not, such as TLI, NFI, CFI, and RMSEA, which showed a poor fit.

Source: Cantilever Jurnal Penelitian dan Kajian Bidang Teknik Sipil

DOI: 10.35139/cantilever.v13i2.307

Authors: Nur Ayatillah, Hakzah, Andriyani, Andi Bustan Didi

Institution: Universitas Muhammadiyah Parepare

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Sustainable cities and communities, Industry, innovation and infrastructure

Open Access status: diamond

OpenAlex ID: W4410352346

FWCI:

Cites:

Cited by:

Related to: 10