Winasis, Mirabel (2020) Analysis of the effect of service quality on behavioral intention of Grab online transportation users in Jabodetabek. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
This study was conducted to analyze the relationship between service quality which was mediated by the perceived value and customer satisfaction towards the behavioral intention of Grab online transportation users in Jabodetabek. This study uses a quantitative approach. The data used in this study were collected using an instrument in the form of an online questionnaire via Google form, which consists of 19 indicators and 190 respondents who are users of Grab online transportation in Jabodetabek. This study uses the analysis method of Structural Equation Modeling - Partial Least Square (SEM-PLS) with SmartPLS 3.3.2. The results of this study indicate that service quality has a positive effect on perceived value, service quality has a positive effect on customer satisfaction, service quality has no positive effect on behavioral intention, perceived value has a positive effect on customer satisfaction, perceived value has a positive effect on behavioral intention, and customer satisfaction has a positive effect on behavioral intention. Managerial implications that can be given from this research in online transportation service providers, especially Grab, are the importance of service quality in a company. Quality of service can form behavioral intentions from customers that give rise to advantages for companies such as positive word of mouth (WoM) from satisfied customers so that they become loyal and willing to pay a premium price for the services provided.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | service quality; perceived value; customer satisfaction; behavioral intention | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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| Depositing User: | Users 14409 not found. | ||||||||
| Date Deposited: | 10 Feb 2021 00:31 | ||||||||
| Last Modified: | 10 Feb 2021 00:31 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/16760 |
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