The Satisfaction of Grab Users in Parepare City Using The Structural Equation Model Kepuasan Pengguna Grab di Kota Parepare Menggunakan Model Persamaan Struktural
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Abstract
The challenges faced by the city of Parepare, South Sulawesi, in providing adequate public transportation have led many residents to rely on online transportation services such as Grab. The purpose of this study was to analyze user satisfaction with Grab using Structural Equation Modeling (SEM) version 23. This quantitative research involved a sample of 247 Grab Bike users in Soreang District, with data collected through questionnaires. The analysis included validity and reliability tests as well as model fit assessment. The results indicated that the variables tangible, empathy, reliability, responsiveness, and price had a positive and significant effect on customer satisfaction, while assurance did not. The model fit test revealed that some indices met the criteria, but others did not, such as TLI, NFI, CFI, and RMSEA, which showed a poor fit.
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How to Cite
Nur Ayatillah, Hakzah, Andriyani, & Andi Bustan Didi. (2025). The Satisfaction of Grab Users in Parepare City Using The Structural Equation Model: Kepuasan Pengguna Grab di Kota Parepare Menggunakan Model Persamaan Struktural. Cantilever: Jurnal Penelitian Dan Kajian Bidang Teknik Sipil, 13(2), 157-164. https://doi.org/10.35139/cantilever.v13i2.307
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BPS Kota Parepare, Kota Parepare dalam Angka Parepare Municipality in Figures, 2023.
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Wulandari, S., Rakhmawatid, S., & Budiasih, "Pengaruh Kualitas Layanan, Promosi, Harga, dan Citra Merek Terhadap Loyalitas Melalui Kepuasan Pelanggan Pada Jasa Transportasi Ojek On-line di Tangerang", UG Jurnal, vol. 14, no. 3, 2020, www.topbrandaward.com2019
Zeithaml, V.A., Bitner, M.J. and Gremler, D.D., Services Marketing Strategy. In: Sheth, J.N. and Malhotra, N.K., Eds., Wiley International Encyclopedia of Marketing, John Wiley & Sons Ltd., Hoboken, 2010, https://doi.org/10.1002/9781444316568.wiem01055.
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