The Influence Of Customer Satisfaction And Service Quality Through Competitive Advantage On Grab Express In Jakarta 2023

Sonya Sidjabat, Agus Setiawan, Anindy Marshanda Aldira, Marvin Octavianus

Abstract


Grab Express is one of the services (features) in the Grab application that uses motorbikes and cars to deliver goods such as books, clothes, shoes, letters, and others from one place to another. To compete with competitors, Grab Express provides the best service to customers so that consumers feel satisfied with the services provided. This study aims to determine how service quality and customer satisfaction affect competitive advantage. The method used in this research is non probability sampling and uses the hair et al technique in sampling. The data of this study are customers who have used Grab Express in the Jakarta area by distributing questionnaires to 110 respondents who were analyzed using Smart PLS 3.0. Customer Satisfaction and Service Quality has a positive and significant effect on Competitiveness Advantage.

Keywords


Logistics, Customer Satisfaction, Service Quality, Competitive Advantage, Grab Express

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DOI: https://doi.org/10.25292/atlr.v6i0.604

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Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.