Observational analysis reveals that system availability and fulfillment boost customer satisfaction in Grab's service, suggesting key focus areas for improvement.
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.
No takes yet. Share an insight, caveat, or question.
Paramita et al. (2025) studied this question.
Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context: