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Increasing Grab Customer Satisfaction Through E-Servqual: Efficiency, System Availability, Fulfillment, And Privacy

Year: 2025

Type: article

Abstract: This study examines the impact of electronic service quality (e-SERVQUAL) on customer satisfaction within the context of the online transportation service, Grab, in Indonesia. The components of e-SERVQUAL encompass efficiency, system availability, fulfillment, and privacy. Data were collected through an online survey targeting users of the Grab application in Indonesia, employing a purposive sampling technique that resulted in a sample of 274 respondents. The analysis, conducted using multiple linear regression, indicates that both system availability and fulfillment significantly influence customer satisfaction. In contrast, the results demonstrate that efficiency and privacy do not significantly affect customer satisfaction.

Source: Interdisciplinary Explorations in Research Journal

DOI: 10.62976/ierj.v3i2.1120

Authors: Cempaka Paramita, Sharon Gabriella Kresteno Paramita, Ketut Indraningrat

Institution: Universitas Jember

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W4412966339

FWCI: 2.625

Cites:

Cited by: 2

Related to: 10