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This is a Quantitative Study study.

October 16, 2025

The Effect of Fares and Service Quality on Customer Satisfaction with the Grab Application in Sawangan District, Depok City

Key Points

Customer satisfaction is positively affected by both service quality and price, indicating their importance in user experience.
The study shows a significant relationship with price (tcount 11.380) and service quality (tcount 3.56), underscoring their influence.
Using an associative quantitative method, the research included 96 respondents to evaluate satisfaction metrics.
The F-test also supports that both price and service quality together significantly enhance customer satisfaction.

Abstract

This study aims to analyze the effect of price and service quality on customer satisfaction with the Grab application in Sawangan District, Depok City, using an associative quantitative method with 96 respondents determined through the Rao formula. Data were tested using validity, reliability, classical assumption tests, regression, correlation, and determination coefficients. The results of the partial t-test show that price (tcount 11.380 > ttable 1.985; sig. 0.000 ttable 1.985; sig. 0.001 Ftable 3.095; sig. 0.000 < 0.05) confirms that price and service quality simultaneously have a significant influence on customer satisfaction.

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The Effect of Fares and Service Quality on Customer Satisfaction with the Grab Application in Sawangan District, Depok City

Key Points

Abstract

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