Citation

Sook, Fern Yeo and Cheng, Ling Tan and Kah, Boon Lim and Chelvarayan, Anushia and Nasreen, Fathima and Jing, Yong Ng (2025) Satisfaction in App-Based Transportation: Evidence from Grab Users in Malaysia. Journal of Logistics, Informatics and Service Science, 12 (2). pp. 91-106. ISSN 24092665

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Abstract

This study investigates the key determinants of customer satisfaction with Grab ride-hailing services in Malaysia. Drawing on a sample of 450 users, the study employs partial least squares structural equation modeling (PLS-SEM) to examine the effects of five factors; price, reliability, ride comfort, perceived ease of use, and perceived usefulness on overall customer satisfaction. The results indicate that perceived ease of use, usefulness, and price significantly affect satisfaction, while reliability and ride comfort do not show significant relationships. These findings offer strategic insights for enhancing service quality and user experience in the ride-hailing industry.

Item Type:	Article
Uncontrolled Keywords:	ride-hailing; satisfaction; reliability; price; Malaysia
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5761-5780 Shipment of goods. Delivery of goods
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	30 Jun 2025 08:38
Last Modified:	30 Jun 2025 08:38
URII:	http://shdl.mmu.edu.my/id/eprint/14186

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