Overview

Original Research

THE EFFECT OF SERVICE QUALITY AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION

INA NAMORA PUTRI SIREGAR 1, and ISNA ASDIANI NASUTION 2.

Vol 17, No 12 ( 2022 )   |  DOI: 10.5281/zenodo.7450481   |   Author Affiliation: Management Study Program, Faculty of Economics, Universitas Prima Indonesia, Medan, Indonesia 1; Accounting Study Program, Faculty of Economics, Universitas Prima Indonesia, Medan, Indonesia 2.   |   Licensing: CC 4.0   |   Pg no: 870-883   |   To cite: INA NAMORA PUTRI SIREGAR, and ISNA ASDIANI NASUTION. (2022). THE EFFECT OF SERVICE QUALITY AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION. 17(12), 870–883. https://doi.org/10.5281/zenodo.7450481   |   Published on: 16-12-2022

Abstract

The key to the success of an organization is customer satisfaction by improving the service quality provided by drivers because a high level of customer satisfaction will encourage users to continue using Grab and make it a viable alternative to other online transportation options. As well as having customers will improve their experience by fostering strong and close relationships with them and improving the services they need. So, to increase customer satisfaction with Grab transportation. So as to benefit the Company. This study aims to determine customer satisfaction and service quality as well as the experience of Grab transportation users. The sampling technique is a total sampling of 750 respondents. Data collection was carried out through literature studies and the dissemination of questionnaires. This study uses the Multi Attribute Model (MAM) model to determine the Effect of Service Quality and Customer Experience on Customer Satisfaction. The number of students in this study at the Faculty of Economics Class of 2016, Medan State University is 750 people. So far, the information conveyed by customers to researchers so that communication is well established.

Keywords

Effect of Service Quality, Customer Experience, Customer Satisfaction