ANALISIS FAKTOR-FAKTOR KUALITAS LAYANAN APLIKASI GRAB TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL)

YANTO, DIMAS HADI and Indah, Dwi Rosa (2025) ANALISIS FAKTOR-FAKTOR KUALITAS LAYANAN APLIKASI GRAB TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL). Undergraduate thesis, Sriwijaya University.

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Abstract

The development of information technology in the digital era has a big impact, including online transportation services such as Grab. Grab application users often complain about the slow response of the help center in handling complaints, as well as on the balance feature which is often problematic, as illustrated by complaints of “balance” and “please fix it”. This study aims to better understand the aspects that affect the quality of Grab application services on user satisfaction in Palembang City with the Service Quality (Servqual) approach. The method used in this research is a quantitative method involving 106 respondents who use the Grab application. Namely by collecting data with questionnaires and analyzing data using PLS-SEM techniques using Smart-PLS 4 to measure the influence of 5 Servqual dimensions: responsiveness, reliability, tangible, empathy, and assurance. The results showed that the five dimensions simultaneously had a very significant influence on service quality (F = 41.92). Partially, the tangible dimension provides the most dominant influence (t = 4.473, p < 0.05). In addition, the empathy dimension also shows a significant influence on service quality (t = 2.248, p < 0.05), while reliability, responsiveness, and assurance are not significant. These findings indicate the need to improve service quality, especially on the less significant dimensions of the Grab application in Palembang City.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service of Quality, Servqual, User Satisfaction, Grab
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General) T Technology > T Technology (General) > T57.6-57.97 Operations research. Systems analysis T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.6.E9 Management information systems -- Congresses.
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Dimas Hadi Yanto
Date Deposited:	17 Mar 2025 05:48
Last Modified:	17 Mar 2025 05:48
URI:	http://repository.unsri.ac.id/id/eprint/169002

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