Factors Affecting Customers’ Perception Toward Service Quality of Grab
DK Nur’ Najmah1, PG Haji Menudin2, Nooraneda Mutalip Laidey3
1DK Nur’ Najmah, Faculty of Business and Management, Asia Pacific University of Technology and Innovation Malaysia.
2PG Haji Menudin, Faculty of Business and Management, Asia Pacific University of Technology and Innovation Malaysia.
3Nooraneda Mutalip Laidey, Faculty of Business and Management, Asia Pacific University of Technology and Innovation Malaysia.
Manuscript received on 04 February 2019 | Revised Manuscript received on 17 February 2019 | Manuscript Published on 19 February 2019 | PP: 55-62 | Volume-7 Issue-5S January 2019 | Retrieval Number: ES2125017519/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The emergence of technology integration and advance information enabled Transportation Network Companies (TNC) to provide on demand “ride-hailing” or “ridesharing” services such as Grab and Uber. Thus reducing customers’ dependency of taxi services. One survey conducted by The Land Public Transport Commission (SPAD) Malaysia in 2015revealed that 80 per cent Malaysian customers prefer TNC than taxi due to many factors such as trustworthiness, convenience, reliability, etc. Since then limited research had been conducted on the factors affecting customers’ perception of service quality of the main TNC in Malaysia – Grab. It is important for Grab to identify their competitive advantage to provide quality service. Therefore, the objective of this study is to examine the factors affecting customers’ perception towards service quality of Grab. The three identified dimensions of customers’ perception are service quality, customer satisfaction and brand image which were analyzed and it was revealed that although stronger customer satisfaction and brand image may lead to favorable customers’ perception, service quality does not necessarily translate into positive customers’ perception. In conclusion, in order to gain competitive advantage, Grab should always maintain its service quality and uphold its brand image in order to capture positive customers’ perception. It is also imperative for Grab to improve its service quality to meet customer satisfaction which will lead to a positive perception, as well as attracting more potential customers.
Keywords: Customer Perception, Grab, SERVQUAL, Transportation Network Companies.
Scope of the Article: Perception and Semantic Interpretation