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All Journal Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Maarif, Sultan Hakim
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Economics, Econometrics & Finance

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Beyond Satisfaction dalam pemenuhan kepuasan dan loyalitas Konsumen atas layanan jasa Grab di Tulungagung Maarif, Sultan Hakim; Nurohman, Dede
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 5 No. 7 (2023): Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32670/fairvalue.v5i7.2974

Abstract

The development of the current modern era, one of which is the development of the world of transportation in Indonesia, especially in the city of Tulungagung, is the focus of research, namely the service of Grab drivers, which refers to standard operating procedures from companies for service to consumers in order to fulfill customer satisfaction and loyalty. This study aims to reveal the services provided by Grab drivers in fulfilling customer satisfaction through the implementation of standard operating procedures that apply within the company. This study uses a qualitative method, where the results of the research are in the form of interviews conducted with Grab drivers and consumers of Grab in the city of Tulungagung. The results of research on the application of services in the field sometimes differ from the provisions of the company in terms of any aspect field workers understand customers better. Services outside the SOP really need to be done as long as they are still at a reasonable level, safe to do, and also make the relationship between the service seller and the customer sustainable. The concept of service is more carried out by a Grab driver with the aim of customer satisfaction and loyalty.
Co-Authors Dede Nurohman