e-ISSN 2231-8542
ISSN 1511-3701

Home / Regular Issue / JTAS Vol. 26 (T) Apr. 2018 / JSSH-T0708-2018


The Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A Study of Grabcar Services in Jakarta

Aryo Bismo, Haryadi Sarjono and Andika Ferian

Pertanika Journal of Tropical Agricultural Science, Volume 26, Issue T, April 2018

Keywords: Customer satisfaction, customer loyalty, grabcar, ride hailing apps, service quality

Published on: 11 Jul 2018

In recent years online-based transport modes have become popular in Jakarta. These ride hailing applications (apps) provide many benefits. The purpose of this research is to determine the effect of their quality of service on customer satisfaction and their impact on customer loyalty. Correlations analysis and SPSS are used to analyse data obtained from questionnaires distributed to 100 GrabCar users in Jakarta. A simple random sampling technique was employed to recruit the respondents. The results of this research showed that service quality has a positive and significant impact on customer satisfaction and has a positive but not significant impact on customer loyalty. This study can be used to help online based transportation apps develop a better strategy to improve the quality of their service by boosting customer satisfaction which in turn will increase customer loyalty.

ISSN 1511-3701

e-ISSN 2231-8542

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