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All Journal Journal of Indonesian Applied Economics Jurnal Mirai Management Jurnal Ilmiah Ekonomi Islam Jurnal Pemberdayaan Masyarakat Madani (JPMM) JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Media Mahardhika YUME : Journal of Management JURNAL MANAJEMEN BISNIS PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat Ekonis : Jurnal Ekonomi dan Bisnis Jurnal Administrasi dan Manajemen Abdi Dosen : Jurnal Pengabdian Pada Masyarakat International Journal of Demos Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Intervensi Komunitas: Jurnal Pengabdian Masyarakat Community Empowerment Mattawang: Jurnal Pengabdian Masyarakat Jurnal IPTEK Bagi Masyarakat Golden Ratio of Marketing and Applied Psychology of Business Jurnal Manajemen Bisnis dan Kewirausahaan Journal of Trends Economics and Accounting Research Journal of Management and Digital Business Jurnal Ekonomi Trisakti Media Ekonomi Media Riset Bisnis & Manajemen Cerdika: Jurnal Ilmiah Indonesia Dirkantara Indonesia Al-Zayn: Jurnal Ilmu Sosial & Hukum Jurnal Pengabdian Masyarakat dan Riset Pendidikan International Journal of Education, Vocational and Social Science Asian Journal of Management, Entrepreneurship and Social Science Bata Ilyas Educational Management Review Jurnal Ekonomi, Manajemen, Akuntansi
Yusran, Husna Leila
Fakultas Ekonomi Dan Bisnis Universitas Trisakti, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Mechanical Engineering Physics Public Health Social Sciences Transportation Other

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Journal : Media Mahardhika

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ANALISIS KUALITAS LAYANAN PADA APLIKASI GRAB INDONESIA BERDASARKAN MODEL SERVICE QUALITY (SERVQUAL) DI JAKARTA Khairunissah, Deva Sasqi; Yusran, Husna Leila; Nurzakiyyah, Ulfah; Zabitha, Wafa
Media Mahardhika Vol. 24 No. 2 (2026): January 2026
Publisher : STIE Mahardhika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29062/mahardika.v24i2.1445

Abstract

This study aims to analyze the impact of service quality on customer satisfaction among Grab app users in Jakarta. Service quality is measured using the SERVQUAL dimension, which consists of tangibles, reliability, responsiveness, assurance, and empathy, which is widely used to assess user perceptions of digital service performance. With the rapid increase in competition in the online transportation industry, understanding how service quality shapes customer satisfaction is crucial for maintaining user loyalty. Employed a quantitative approach, using an online questionnaire distributed to 128 respondents who actively use Grab services, measured using a Likert scale. The collected data were then processed using validity testing, reliability testing, normality testing, and simple linear regression to examine the correlation between service quality and customer satisfaction. The results showed that all items in both variables were valid and reliable. The data also met the assumption of normality. Improved service quality directly contributes to higher levels of customer satisfaction among Grab users in Jakarta, as demonstrated by the regression results, which showed a positive and significant effect on customer satisfaction, with a high coefficient value and a strong standardized beta value. The study concludes that Grab's competitiveness in the digital transportation sector is highly dependent on consistent service delivery and user-centric improvements.
Co-Authors Abbraham Sahertian Adi Rosyadi Adiba, Saleha Adinda Cintami Regalia Aditya Nur Prasetyo Ahmad Buchori Aji Mohammad Fadrian Nur Al Faruq, Muhammad Umar Aliyah Bilkis Alvina Hasanah Rachmadanty Alvina Hasanah Rachmadanty Annisa, Raden Fani Mutiara Ansori, Cindy Frasiska Ardhan Hilfiyanda Ardiyanto Ardiyanto Ariarti, Juni Ariyanto, Hepy Hefri ASEP HERMAWAN Aulia, Naila Awal Ferdiansyah Bilkis, Aliyah Blaško, Michaela Busneti, Ida Christin, Lelly Claudia, Hadijah Ayu Danang Islami Darmawati, Deni Debbie Aryani Tribudhi Debbie Aryani Tribudhi Defretes, Ulya Deni Mukti Hidayat Despriandi, Dino Deva Sasqi Khairunnisa Dewi ANGGRAENI Dian Octaviani Dianti, Nurkis Etty Murwaningsari Ezekiel Lagman Fani Ahmad Fauzi Farah Margaretha Fathurrahman, Daffa Aulia HAMID Hamid Hamid Hartini Hartini Rahayu, Dwi Hasta, Steffen I Nyoman Andika Putera Yasa Ida Busnetty Irfan Ariyanto Iha Islami, Danang Johannes Dimson Marbun Juniati Gunawan, Juniati Justine Tanuwijaya Khairunissah, Deva Sasqi Khomsiyah Khomsiyah Lalu Masyhudi Mangku Rasyawal Maria Ariesta Utha Masni Salfinnia Mona Adriana Patriyasa Muhamad Yusuf, SE., M.Si. Muhammad Ibnu Fatsabit Muzaki, Arvi Netania Emilisa Nirdukita Ratnawati nirdukita ratnawati, nirdukita Nurdiana, Randi Nurhayati Nurhayati, Nimati Andini Nurjanah, Listia Nurkis Dianti Nurkis Dianti Nurlida Fatmikasari Nurzakiyyah, Ulfah Raflis Raflis Rapilau Retno Sari Murtiningsih Richy Wijaya Riyanti, Yulia Eka Rustam, Rinaldi Safnita Safnita Saiful Ali Saleha Adiba Salim Budiman Soeharjoto . Soeharjoto, Soeharjoto Solly Aryza Sumiyarti Sumiyarti Sumiyarti, Sumiyarti Sylvia, Sylvia Tara Aldiera Prijono Teddy Siswanto, Teddy Teguh Supriyadi Titik Aryati Tribudhi, Debbie Aryani Ulfah Nurzakiyyah Wafa Zabitha Jhonaidi Wegig Murwonugroho Windhy Puspitasari Wulandari, Erika Putri Yolanda Masnita Siagian Zabitha, Wafa