PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN PENGGUNA APLIKASI GRAB DI KOTA PALU

This study aims to determine the influence of E-Service Quality on Satisfaction of Grab Application User in Palu City. The dimensions of e-service quality used in this study are ease of use, website design, reliability, system availability, privacy, responsiveness, empathy, experience, and trust. The research method used in this study is a causal descriptive method with a total sample of 100 respondents. The analysis technique used is multiple linear regression analysis and the form of sampling using purposive sampling technique. The results of this study indicate that simultaneously e-service quality (ease of use, website design, reliability, system availability, privacy, responsiveness, empathy, experience, and trust) significantly influences the satisfaction of Grab application users in Palu City. Furthermore partially reliability, empathy, and experience, do not significantly influence the satisfaction of Grab application users in Palu City, while ease of use, website design, system availability, privacy, responsiveness, and trust have a significant effect on the satisfaction of Grab application users in Palu City. It is important for Grab applications to provide good service in order to increase customer satisfaction.
Keywords: E-Service Quality and Customer Satisfaction.