Record Details

Gojek VS Grab: Which One Is Better in Creating Customer Satisfaction and Loyalty?

Business and Finance Journal

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Field Value
 
Title Gojek VS Grab: Which One Is Better in Creating Customer Satisfaction and Loyalty?
 
Creator Wibawa, Berto Mulia
Anggadwita, Grisna
Mardhotillah, Rachma Rizqina
Husin, Syarief Nur
Komara Putri, Alyaa Zalfaa
Putri, Siska Lusia
 
Subject Online ride-hailing
customer satisfaction
customer loyalty
Gojek
Grab
 
Description Online ride-hailing is now becoming a popular option for customers to travel worldwide, including for consumers in Indonesia. However, the Covid-19 pandemic caused many force majeure problems for companies serving online ride-hailing services. These situations lead to numerous customer dissatisfaction, low switching cost, and disloyalty for customers to use online ride-hailing services. In particular, this study aims to investigate the comparison of customer satisfaction and loyalty level between Gojek and Grab. This study used the online-survey method with a total sample of 569 usable online responses. The data analysis was carried out by calculating the importance-performance analysis, customer satisfaction index, and customer loyalty index. Our findings illustrate that the competition between two companies is very tight and competitive. Based on service satisfaction, Gojek is slightly better than Grab. Nevertheless, in terms of loyalty, the level of loyalty of Grab consumers is more loyal than Gojek consumers. Hence, instead of competing head to head, it would be more effective for Gojek and Grab to have diverse service strategies to provide more varied benefits to society.
 
Publisher UNUSA Press
 
Date 2022-03-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/BFJ/article/view/2607
10.33086/bfj.v7i1.2607
 
Source Business and Finance Journal; Vol. 7 No. 1 (2022): Business and Finance Journal; 11-24
Jurnal Bisnis dan Keuangan; Vol 7 No 1 (2022): Business and Finance Journal; 11-24
2477-393X
2527-4872
10.33086/bfj.v7i1
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/BFJ/article/view/2607/1613
 
Rights Copyright (c) 2022 Berto Mulia Wibawa, Grisna Anggadwita, Rachma Rizqina Mardhotillah, Syarief Nur Husin, Alyaa Zalfaa Komara Putri, Siska Lusia Putri
https://creativecommons.org/licenses/by-sa/4.0