9o07Approval Letter of

Skripsi Title and Advisor

Cikarang, 26 August 2019

Head,Management Study Program

Faculty of Business
President University.

RE : Approval Request

Dear Madam,

Regarding the process of research and writing skripsi, herewith I kindly request your approval on
my Abstract (max 350 words, attached) Skripsi Title and names of advisors as follow:
Skripsi Title:

ANALYSIS OF THE INFLUENCE QUALITY OF SERVICE, PRICES, AND BRAND

IMAGES ON GRAB CUSTOMER SATISFACTION

Type of Research (Choose one):

Qualitative Research ( ) Quantitative Research ( V) Business Plan (
)

My concentration : MKT

I do request for 1 of these names to be my Advisor :

 You may request, but doesn’t mean will be approved.

1. Dr. Dra. Genoveva,M.M

2. Sonny V. Sutedjo

Sincerely Yours, Approved by,

Sign :

Name: Olivia Novrida Adrianty Dr. Dra. Genoveva, M.M.

____________________ ______________________

ID Number : 01420600099 Head, Management Study Program

HP : 083891954455

ABSTRACT

Olivia Novrida Adrianty 014201600099

Grab is an online motorcycle taxi service that helps all people to overcome some of the complaints
they face, such as traffic jams that happened. The services provided by Grab are not only limited to
passenger transfers, but also the delivery of shopping goods (instant courier / Grab Delivery), such
as Grabfood, Grab Tickets, Bus Grab, Grab groceries, Grab pulses / tokens, Grab clean & fix and
others. Grab bookings can be made through a smartphone application that can be downloaded on the
Play Store site or the App Store. In the application view, we can choose what options or who and
what purpose to be delivered. That's what distinguishes grab with traditional motorcycle taxis.
Customer satisfaction and loyalty is very influential to increase the presence of grab in order to
compete with other online motorcycle taxi so that it can be the top choice for the community.
Therefore, this research aims to find out what factors most influence the satisfaction of Grab
Indonesia's transportation service business customers at President University Cikarang is there any
influence of service quality and price on customer satisfaction. This research was conducted with
quantitative methods with 100 respondents in batch 2016 management student segmentation. The
findings of this study indicate that service quality has a positive and significant impact on customer
loyalty, price has a positive and significant effect on customer loyalty, and also brand image has a
positive and significant effect on customer loyalty. This proves that service quality, price, and
brand image can increase Grab customer satisfaction for students at president university
Cikarang.

Thank you