<![CDATA[ ABSTRAKDi era digital ini, perusahaan dituntut untuk memiliki aplikasi real-time untuk mendukung layanannya kepada pelanggan. Layanan berbasis aplikasi kepada konsumen memiliki banyak keuntungan, karena mereka memotong banyak prosedur, tetapi dalam praktiknya banyak masalah ditemukan dalam implementasinya. Grab adalah salah satu platform layanan pelanggan paling populer saat ini, tetapi penelitian sebelumnya telah menemukan bahwa implementasi SOP di lapangan berbeda dengan SOP tertulis. Selain itu, ditemukan juga bahwa banyak pelayanan yang tidak baku dan tidak memuaskan dalam menangani pengaduan. Penelitian yang dilakukan oleh State of the Connected Customer menemukan bahwa 90% pelanggan lebih cenderung membeli kembali setelah menerima layanan yang baik dan keluhan yang benar. Dengan membagikan kuesioner kepada 100 mahasiswa Universitas Muhammadiyah Kudus dengan analisis regresi linier berganda dan menguji hipotesis menggunakan uji parsial (t test) dan tes simultan menggunakan SPSS 22, menyimpulkan bahwa ada pengaruh standar pelayanan sesuai SOP dengan Penanganan Pengaduan atas Repurchase Intention di Grab ABSTRACTIn this digital era, companies are required to have real-time applications to support their services to customers. Application-based services to consumers have many advantages because they cut many procedures, but in practice, many problems are found in their implementation. Grab is one of the most popular customer service platforms at the moment, but previous research has found that SOP implementations in the field are different from written SOPs. In addition, it was also found that there were many services that were not standard and unsatisfaction handling complaints. Research conducted by State of the Connected Customer found that 90% of customers are more likely to repurchase after receiving good service and proper complaints. By distributing questionnaires to 100 students of Muhammadiyah Kudus University with multiple linear regression analysis and testing hypotheses using partial tests (t-test) and simultaneous tests using SPSS 22, conclude that there is an influence of service standards according to SOP in Handling Complaints on Repurchase Intention at Grab]]>
