Increasing Grab Customer Satisfaction Through E-Servqual: Efficiency, System Availability, Fulfillment, And Privacy

This study examines the impact of electronic service quality (e-SERVQUAL) on customer satisfaction within the context of the online transportation service, Grab, in Indonesia. The components of e-SERVQUAL encompass efficiency, system availability, fulfillment, and privacy. Data were collected through an online survey targeting users of the Grab application in Indonesia, employing a purposive sampling technique that resulted in a sample of 274 respondents. The analysis, conducted using multiple linear regression, indicates that both system availability and fulfillment significantly influence customer satisfaction. In contrast, the results demonstrate that efficiency and privacy do not significantly affect customer satisfaction.