Chapter 4 Business Research

Overview

The researcher manages to collect certain amount of data to be process in order to make this

research to become reliable by collection data from primary sources through questionnaire that

the researcher have spread through Klang Valley. Data defines as “The development of

predominantly involves coding or classifying the data. Basically it involves making sense of

massive amounts of data by decreasing the volume of raw information, followed by finding

significant patterns, and finally drawing meaning from data and subsequently building a logical

chain of indication” (Patton, 2005). The researcher will process the data from the respondent so

that the reader who are reading this research will have a clear understanding of the research

report. The finding of this study is based on the research objectives and hypothesis. The data

have been collected randomly from 206 respondents who are GrabCar user/consumer in Klang

Valley. All the collected information will be questioned using the Statistical Package for Social

Sciences (SPSS) Version 23.

Data Editing, Coding and Entry

Data editing

The starting point of data editing is to complete the questionnaire that the researcher has

prepare for the respondent. The process of editing is to check and re-correct the mistake that

the researcher did not notice by the writer itself but have been notice by other whereas the

researcher team members. The function of editing is to reduce and minimize the error in the

research report in making sure that less mistake being made thought the whole report. This

process of cleaning is called “editing”. This could reduce the problem regarding the
inconsistent or errors of responds by the respondents on questionnaires (Islam Tiba, 2015). In

term of the respondent data, the researcher identifies and minimize, as far as possible faults,

incompleteness, misclassification and breaks in the information achieved in making sure that

the respond being collected are fresh and able to be use for the research purpose. Irrespective

of the method of data collection, the information collected is called raw data.

Data Coding

Coding means conveying numerals or other symbols to the groups or responses. For each

question a coding scheme is planned on the basis of the con med categories. The coding of

close ended questions is relatively simple because the selections are predetermined. Most

close-ended questions in the questionnaire five possible answers and were assigned codes 1 to

5. Once the data is coded again few research instruments at random and record responses

should be studied for identify of any discrepancies in coding. After that, the process will be

continuing to verify coding until the researcher make sure that there are no discrepancies

(Islam Tiba, 2015).

The Data Coding Table

Section B (Dependent Variable): The Effectiveness of Grab Services - (Adam, M., Kee, D.
M.,
Junaina, I., Fadhilah, N., Uwais, N., Rashidi, F. A., .Pandey, and R. (2020))
Statement Scale
B1 GrabCar mobile application is user-friendly. 1 2 3 4 5
 B2 GrabCar is safe to travel with Grab due to its safety feature “Panic 1 2 3 4 5
Button” on its mobile application.

B3 GrabCar is well maintained. 1 2 3 4 5

B4 GrabCar is comfortable to be occupied into. 1 2 3 4 5
B5 Grab Driver is always on-time. 1 2 3 4 5

Section C (1st Independent Variable): The Fees of Grab Services - (Jais, Marzuki, 2020)
Statement Scale
C1 GrabCar offers affordable price for Grab Car service. 1 2 3 4 5
C2 GrabCar services is value for money. 1 2 3 4 5
C3 GrabCar rate is cheaper compare to its competitors. 1 2 3 4 5
C4 There are promotions in Grab mobile application that can be 1 2 3 4 5
redeemed for trip discount.

C5 Grab offers affordable rate even during peak hour. 1 2 3 4 5

Section D (2nd Independent Variable): The Quality of Grab Services - (Xu, Yin and Ye, 2019)

Statement Scale
D1 GrabCar services fulfill my daily commute needs. 1 2 3 4 5
D2 GrabCar offer a smooth journey along the trip. 1 2 3 4 5
D3 Grab’s mobile application is very convenience. 1 2 3 4 5
D4 Grab Service is efficient toward passengers. 1 2 3 4 5
D5 The method of payment GrabCar offer is convenience where they 1 2 3 4 5
accept cashless transaction (Grab-Pay/Online Transfer or coupon
redemption).

Section E (3rd Independent Variable): The Knowledge of Grab Driver - (Rather & Khazer
2019)
Statement Scale
E1 Grab driver keeps his/her customer informed of any delay. 1 2 3 4 5

E2 Grab driver is informative. 1 2 3 4 5

 E3 The driver always concerns on his/her surrounding situation. 1 2 3 4 5

E4 Grab driver is friendly. 1 2 3 4 5

E5 Grab driver is information technology (IT) savvy. 1 2 3 4 5

Data Entry

After the questionnaires are all checked and edited by the researcher. The

questionnaires will be ready to be entered into a computer excel worksheet where the

researcher change the respondent respond into a serial of code for SPSS software to runs. The

main principle of information entry is, the data access is a computerized way of satisfying in a

large table of codes. Each row or line or the table represents one respondent or questionnaire,

and each column represents one field (Goslino, 2019). In this study data were collected on an

excel worksheet; the data is the coded according to Likert scale then it is entered into the SPSS

software version 23 and the data is analysed and tested.

Respond Rate

Respond rate refers to the amount of respondent for the researcher questionnaire. Respond

rate is essential to determine the exactness of the research as respond from respondent are a

primary data which will help the researchers to gain valuable data to be converted into SPSS

system to get the result for the research. “A response rate is a mathematical formulation that is

calculated by survey researchers and is used as a device to understand the degree of success in

attaining completed interviews from a trial. In probability samples, where the intent of a survey
is to project the results of the data onto a population” (Siebert, 2006). A high respond rate will

help to increase the chance for the researcher to get an accurate result for the research while a

low respond rate will contribute to a low in-term of the accuracy of the result. A low response

rate will decrease the statistical power of the data collected and effect the reliability test which

will be lower than .07. The response rate for a particular survey may also depend on the

availability and reachability of the researcher towards the target population if the reachability

and availability is low the response rate will be low and vice versa. Therefore, researcher

should spend more time and effort in examining the research topic, objectives, question, and

the target population so that they are able to get more response rate from the respondent.

In this study, the questionnaires regarding The Effectiveness of E-Hailing (Grab) towards the

community were transform into google form and were sent to the respondents via various social

medias such as Whatsapp, Telegram, Instagram, Facebook, Email and more. All the responses

were collected and analysed into a table below:

Response Rate of The Overall Respondents

Questionnaires (google-Form) No. of questionnaires Percentage (%)
(google-form)
Distributed 206 100
Returned (Valid) 206 100
Returned (Invalid) 0 0.00
Not return 0 0

The researcher is able to get the respondent to answer all of the question in the questionnaire

that been distributed which accumulate a 100% respond rate. The data collected have been

process by the researcher and converted into SPSS system to run the test and produce a result

for the research purpose.

Demographic Profile of Respondents

Section A: Respondent Demographic

Please tick ( ) at the appropriate respond
1. Gender:
2. Ethnic:
( ) Male ( ) Female
( ) Malay ( ) Indian ( ) Chinese ( )
3. Age: Bumiputera ( ) International
( ) below 18 years old ( ) 18 - 29 years old ( ) 30 - 40 years old ( ) 41 and above

4. Education Level:
( ) SPM ( ) STPM/Diploma ( ) Degree ( ) Others

5. Working Status:
( ) Student ( ) Employed ( ) Unemployed ( ) self-work

6. Monthly Income (RM):

( ) 1000 and below ( ) 1001 – 2000 ( ) 2001 – 3000 ( ) More than 3001

7. The city that you are currently staying right now?

( ) Kuala Lumpur ( ) Shah Alam ( ) Gombak ( ) Ampang ( ) Subang ( )
Others

8. How many times do you use grab services in a month?

( ) 1 – 5 times ( ) 6 – 10 times ( ) 11 and above

9. I use grab services to go to…….?

( ) Work ( ) University ( ) Sight Viewing ( ) Others
 The Frequency and Percentage of The Demographic Data

VARIABLE DESCRIPTION FREQUENCY PERCENTAGE

(%)
Gender Male 103 50
Female 103 50
Ethnic Malay 79 38
Indian 109 53.4
Chinese 18 8.7
Bumiputra 0 0
International 0 0
Age below 18 3 1.4
18-29 182 88.5
30-40 14 6.7
41 and above 7 3.4
Education Level SPM 14 6.
7
STPM/Diploma 40 19.
2
Degree 139 67.
6
Others 13 6.
3
Working Status Student 104 5
1
Employed 77 3
7
Un-Employed 10 4.
8
Self-Work 15 7.
2
1000 and 56.
Monthly Income below 116 7
1001-2000 30 14.
4
2001-3001 34 16.
More than 3
3001 26 12.
5
The city That you are currently
staying right now Kuala Lumpur 42 20.
 2
Shah Alam 44 21.
2
Klang 34 16.
3
Ampang 9 4.
3
Subang 9 4.
3
Gombak 3 1.
4
Others 65 32.
2
How many times do you use
Grab service in a month 1-5 times 140 68.
3
6-10 times 47 22.
6
11 and above 19 9.
1
I use Grab service to go to. Work 29 13.
9
University 42 20.
2
Sight Viewing 14 6.
7
Others 121 59.
1

Based on the table above it showed that in this study, the amount of respondent of male

and female are equal that is 50% of male and 50% of female with the amount of 103 and 103

and coming from various of ethnicity of Malay (79, 38%), Chinese (18, 18.7%), Indian

(109,53.4%).

The age of the respondent is various where the researcher has prepared a range of age of below

18 (3, 1.4%), 18-29 (182,88.2%), 30-40 (14,6.7%), 41 and above (3, 3.4%). Each of them was
given the questionnaires on google form via various social media’s such as Facebook,

Instagram, Email and more. The questionnaires contain 6 sections and it was compulsory for

the respondents to fully complete the questionnaires.

In addition, the respondents also possess different level of education levels such as

majority of the respondents were from Degree which was 139 or 67.6% of them followed by

respondents who have completed Diploma which was 40 or 19.2% of them than followed by

the respondents from SPM which was only 14 or 6.7% of them and others for 13 or 6.3%. The

respondent also possesses of different working status where most of the respondent are students

which was 104 or 51%, followed by Employed 77 or 37%, Un-employed 10 or 4.8% and lastly

self-work of 13 or 6.3%.

Moreover, the questionnaires were also sent to respondents form various background of

people that uses GrabCar services as their E-Hailing of choice for their daily commute. The

researchers have sped the questionnaire thought Klang Valley so that the results of this study

can be generalized and have high validity. The result shows 42 or 20.2% respondent from

Kuala Lumpur, 44 or 21.2% from Shah Alam, 34 or 16.3% from Klang, 9 or 4.3% from

Ampang, 9 or

4.3% from Subang, 3 or 1.4% from Gombak, and 65 or 32,2% from another district.

Moreover, this study also has collected the data regarding their monthly income where this

shows their trend of using e-hailing allies with their monthly income which at 1000 and below

116 or 56.7%, followed by 1001-2000 30 or 14.4%, 2001-3001 or 16.3% and lastly more than

3001 at 26 or 12.5%. The main idea of the research is to detect the frequency of community

using Grabcar service and the researcher manage to retrieved the data from google form where

the result were 140 or 68.3% people uses GrabCar 1 to 5 times a month, 47 or 22.6% uses 6 to
10 times a month, and lastly 19 or 9.1% uses GrabCar at 11 and above times in a month where

they uses the GrabCar service to various location where the data shows 29 or 13.9% uses

GrabCar to go to work, 42 or

20.2% going to university, 14 or 6.7% going to sigh viewing and last various of location (others)

at 121 or 59.1% where the highest amount recorded for desired destination of GrabCar user.

Reliability Test

The reliability test is conducted in order to test the data consistency through the Cronbach’s

alpha test once all the data obtained from the respondents have been computed into the SPSS

software. Cronbach’s alpha is a quantity used to evaluate the reliability, or interior consistency,

of a set of scales or test items. In other words, the dependability of any given dimension refers

to the extent to which it is a consistent measure of a thought, and Cronbach’s alpha is one way

of measuring the asset of that stability (Goforth, 2016).

Cronbach’s alpha coefficient value above 0.00 to 0.059 indicates the data is unreliable. As

for the range 0.5 to 0.59 it shows that the data has a weak reliability as for the range form 0.6

till 0.69 will indicate a questionable reliability. However, at the range of 0.70 till 0.79 will

indicate that the alpha coefficient range is acceptable which means that the data is reliable. For
the range of 0.80 till 0.89 indicate a good reliability strength if it gets higher which is from 0.90

to 1.00 it will indicate a data with excellent reliability strength.

The test has indicated that all the items in the questionnaires reflects with the information

given by the respondents as the value of the alpha surpassed as shown in the table below:

VARIABLES N OF CRONBACH’S RESULTS

ITEMS ALPHA

The 5 .843 Good

Effectiveness
of Grab
Service (DV1)
The Fees of 5 .867 Good
Grab Service
(IV1)
The Quality of 5 .869 Good
Grab Service
(IV2)
The knowledge 5 .876 Good
of Grab Driver
(IV3)

The table above shows the Cronbach’s Alpha where N represents the amount of the items

and status for each dependent and independent variable. Based on this study after running the

reliability test analysis on SPSS, all of the dependent and independent variable are above .8

where this shows a good reliability data which can be used in this study for the researcher to

study for the research. There is no question are deleted for the reliability test and this shows

that the questionnaire is easy to be understand by respondent and it is reliable to be use for the

research data.

Description Analysis
The descriptive statistics is different compared to the inferential statistics because descriptive

statistic will only involve describing the numerical data but its inferential statistic a conclusion

that outspread beyond the instant data alone need to be form (Trochim, 2020). Descriptive

statistic is used to term the basic structures of the information in a study and they can provide

simple summarized information about the sample and measures. Together with simple graphics

analysis, they form the basis of effectively every quantitative analysis of data. In this study the

descriptive analysis method is used because this provide one major advantage which is by

using the descriptive analysis the numerical results that have been analyzed using SPSS is able

to be presented in a manageable way so it be easily observed and understand. In this section

each if the each of the variables will be analyzed and the mean, median, mode and standard

deviation of each question in the variables will be identified and compared with.

1. The Effectiveness of Grab Service (Dependent variable)

Descriptive Statistics Table of Dependent Variable

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

B1 206 2.0 5.0 4.422 .6993
B2 206 2.0 5.0 4.277 .7562
B3 206 2.0 5.0 4.262 .7452

B4 206 2.0 5.0 4.267 .7661

B5 206 1.0 5.0 4.117 .9607

Valid N (listwise) 206

Mean refers to the average score which is commonly used to describe the central tendency,

median refers to the score found at the exact middle of the set of values, mode refers to

frequently occurring value in a set of score standard deviation refers to the measures of how
spread out the numbers are (Trochim, 2020). Therefore, based on the table above it shows that

the highest mean among the Dependent variable (effectiveness of Grab Service) is B1 on the

question of “GrabCar mobile application is user-friendly” where the mean is 4.422, Standard

Deviation of 0.6993. It is true that this statement clearly defines this question clearly defining

the effectiveness of Grab

Service. On the other hand, the lowest mean is B5 on the question of “Grab Driver is always

ontime” where the mean is 4.117 and the SD is 0.9607.

2. The Fees of Grab Services (1st Independent variable)

Descriptive Statistics Table of Independent Variable 1

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

C1 206 1.0 5.0 3.956 1.0088
C2 206 2.0 5.0 4.029 .8492

C3 206 1.0 5.0 3.869 1.1207

C4 206 2.0 5.0 4.146 .8013

C5 206 1.0 5.0 3.811 1.1679

Valid N (listwise) 206

Based on the table above it shows that that highest mean among the Fees variables is C4

on question of “There are promotions in Grab mobile application that can be redeemed for trip

discount.” where the mean is 4.146 (SD= 0.8013). It is true that this statement clearly defines

the fees of GrabCar services. The lowest mean is C5 on “Grab offers affordable rate even

during peak hour” mean of 3.811 (SD=1.135).

3. The Quality of Grab Service (2nd Independent Variable)

 Descriptive Statistics Table of Independent Variable 2
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

D1 206 2.0 5.0 4.097 .9054
D2 206 1.0 5.0 4.136 .8950

D3 206 1.0 5.0 4.262 .7646

D4 206 2.0 5.0 4.180 .7726
D5 206 2.0 5.0 4.350 .7614
Valid N (listwise) 206

Based on the table above, it shows that the highest mean among the quality variable is D5

on the method of payment GrabCar offer is convenience where they accept cashless transaction

(Grab-Pay/Online Transfer or coupon redemption).” where the mean is 4.350 (SD= .7614). It is

true that this statement clearly defines the quality of GrabCar services variable on the Quality of

Grab Service in Klang Valley. The lowest mean is “GrabCar services fulfill my daily commute

needs.” where the mean is 4.097 (SD= .9054).

4. The Knowledge of Grab Driver (3rd Independent variable)

Descriptive Statistics Table of Independent Variable 3

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

E1 206 1.0 5.0 4.238 .8761
E2 206 2.0 5.0 4.155 .7995

E3 206 1.0 5.0 4.141 .8580

E4 206 2.0 5.0 4.034 .8227

E5 206 1.0 5.0 4.078 .9390

Valid N (listwise) 206

Based on the table above, it shows that the highest mean among the Knowledge of Drive

variable is E1 “Grab driver keeps his/her customer informed of any delay” where the mean is

4.238 (SD=.9761). It is true that this statement clearly defines Knowledge of GrabCar Driver
variable on the Effectiveness of E-hailing (Grab) in Klang Valley. The lowest mean is “Grab

driver is friendly.” where the mean is 4.034 (SD= .8227)

Hypothesis Testing

The process of testing a hypothesis is at the mind of most statistical studies for

individual research projects. Hypothesis testing refers to the technique for defining the possibility

of an observed event that happens only by chance. If chance were not the cause of an event, then

something else must have been the cause, such as the treatment having had an outcome on the

observed event (the result) that was restrained (Thompson, 2009). Therefore, in this study

hypothesis is used to determine the connection between the independent variables (Fees,

Quality and Knowledge of Driver) with the dependent variable (The Effectiveness of Grab

Service). The table below shoes the results of the hypothesis testing:

The Coefficients Table

Coefficientsa

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1
(Constant) 1.046 .166 6.310 .000

Mean_IV1 .170 .051 .221 3.318 .001

Mean_IV2 .293 .060 .315 4.886 .000

Mean_IV3 .319 .061 .362 5.198 .000

a. Dependent Variable: Mean_DV (Effectiveness of Grab Services)

Result of Hypothesis Testing

VARIABLE SIGNIFICANT RESULTS

 H1, Fess (IV1) .001 .001

H2, Quality (IV2) .000 .000

H3, Knowledge of .000 .000

Driver

1. First Hypothesis (The Fees, H1)

H0: There is no momentous relationship between the fees of GrabCar with the

effectiveness of e-hailing (Grab) toward the community.

H1: There is a significant relationship between the fees of GrabCar with the effectiveness of

e-hailing (Grab) toward the community.

Based on the table above, the significant value of H1 the fees are p=0.001 which is lower

than the significant value of 0.05. The H 0 is rejected. This means that there is a significant

relationship between the fees and effectiveness of e-hailing (Grab) toward the community and

this result is consistent with Jais, Marzuki, (2020) study.

2. Second Hypothesis (The Quality of GrabCar Service, H2)

H0: There is no significant relationship between the quality of GrabCar service with the

effectiveness of e-hailing (Grab) toward the community.

H1: There is a significant relationship between the quality of GrabCar service with the

effectiveness of e-hailing (Grab) toward the community.

Based on the table above, the significant value of H2 the fees are p=0.000 which is lower

than the significant value of 0.05. The H 0 is rejected. This means that there is a significant
relationship between the quality of GrabCar service and effectiveness of e-hailing (Grab)

toward the community and this result is consistent with Xu, Yin and Ye (2019) study.

3. Second Hypothesis (The Knowledge of GrabCar Driver, H3)

H0: There is no significant relationship between the knowledge of GrabCar driver with the

effectiveness of e-hailing (Grab) toward the community.

H1: There is a significant relationship between the knowledge of GrabCar driver with the

effectiveness of e-hailing (Grab) toward the community.

Based on the table above, the significant value of H3 the knowledge of GrabCar driver are

p=0.000 which is lower than the significant value of 0.05. The H0 is rejected. This means that

there is a significant relationship between the knowledge of GrabCar driver and effectiveness

of ehailing (Grab) toward the community and this result is consistent with Rather & Khazer

(2019) study.

T-Test

The independent sample T-test refers to a test that compares the means of two groups of

participants (Gerald, 2018). This study also used independent sample T-test to identify the

relationship between the dependent variables (Effectiveness of GrabCar) and gender types of

categorical data from the demographical data.

T-Test Analysis of Feffectiveness of GrabCar With Gender

Group Statistics

Gender: N Mean Std. Deviation Std. Error Mean

 Mea
1.0 103 4.1864 .61629 .06072
n
_DV 2.0 103 4.3515 .61578 .06067

H0 : µ (male) = µ (female) ( There is no significant differences between male and female)

H1: µ (male) ≠ µ (female) (There is a significant differences between male and female)
Based on the table it shows that the significant mean of the both genders is p=0.056 which means
that it is higher than the significant level of 0.05. Therefore, there is no significant difference
between the mean of 2 groups and the H0 is accepted, which means that the female and male has
the same inclination towards the effectiveness of Grab services.

ANOVA

The ANOVA is defined as “a statistical tool used to detect differences between experimental

group means” (Sawyer, 2015). This study also used the ANOVA to identify the relationship

between the dependent variables with the demographic data. The tables below are the ANOVA

table for this study

ANOVA of Effectiveness of GrabCar and Ethinc

ANOVA

Mean_DV

Sum of Squares df Mean Square F Sig.

1.840
Between Groups 1.403 2 .702 .162
Within Groups 77.418 203 .381
Total 205
78.821
H0 : µ (Malay ) = µ (Chinese ) = µ (Indian) (The mean of all the group are equal)

H1: µ (Malay ) ≠ µ (Chinese) ≠ µ (Indian) (at least one of the group mean is

different) Based on the table above it shows that the significant value is p=0.162 which is
higher than the significant value of 0.05. Therefore, this indicates that there are no differences

between groups in term of the mean. H0 is accepted. This means that the mean of all group are

equal between the effectiveness of Grab service towards the Ethnics.

Correlation Analysis

Correlation analysis refers to a statistical scheme used to estimate the asset of the

relationship between two quantitative variables. This study also used correlation analysis to

analyze its data. A high connection means that 2 or more variables have a strong affiliation

with each other, while a pathetic correlation means that the variables are hardly linked, in other

words, it is the process of studying the strength of that relationship with available statistical

information (Franzese & Iuliano, 2019).

• Research Question 1

Is there any significant relationship between the fees of GrabCar service and the effectiveness of

e-hailing (Grab) towards the community in Klang Valley?

• Research Question 2

Is there any significant relationship between the quality of GrabCar service and the effectiveness

of e-hailing (Grab) towards the community in Klang Valley?

• Research Question 3
Is there any significant relationship between the knowledge of GrabCar driver and the

effectiveness of e-hailing (Grab) towards the community in Klang Valley?

The objective of this study is to identify whether there is a relationship between the fees,

the quality of service and the knowledge of GrabCar driver towards the effectiveness of e-

hailing (Grab) toward the community. The relationship between the independent and dependent

variables which is the fees, the quality of service, and the knowledge of GrabCar driver and the

effectiveness of e-hailing (Grab) were analysed and examined using the Pearson Product-

Moment Correlation

Coefficient. The outcomes were used to regulate whether the hypotheses are established or

disallowed. In this study the researcher has definite to use 0.05 as level of significance

subsequently. It can also be used to describe the strength of the relationship in terms of the

value of person correlation (r) and the direction of the relationship for the variable used in this

study.

Summary correlation Analysis between the fees, the quality of Grab service and The

Knowledge of Driver and the effectiveness of e-hailing (Grab) (N=206)

Correlations

Mean_DV Mean_IV1 Mean_IV2 Mean_IV3

Mean_DV .724** .744** .766**
Pearson Correlation 1
Sig. (2-tailed) .000 .000 .000
N 206 206 206 206
Mean_IV1
Pearson Correlation .724** 1 .717** .765**
 .000 .000 .000
Sig. (2-tailed)
N 206 206 206 206
Mean_IV2 ** **
Pearson Correlation .744 .717 1 .746**
Sig. (2-tailed) .000 .000 .000
N 206 206 206 206
Mean_IV3 Pearson Correlation .766** .765** .746**
1
Sig. (2-tailed)
.000 .000 .000
N
206 206 206 206
**. Correlation is significant at the 0.01 level (2-tailed).

Based on the table above it shows the correlation analysis between the dependent variable

effectiveness of e-hailing (Grab) towards the independent variables which is the fees, quality of

service and knowledge of Grab driver. From the table above the highest correlation between all

the independent variables is achieved the knowledge of Grab driver where r= 0.766, p=<0.01,

followed by the quality of Grab service the correlation indicates r=0.744, p=<0.01 and the

lowest correlation among all the variables is the fees of GrabCar where the correlation

indicates that r=0.724, p=<0.01.

Hypothesis Developed:

H0= There is no relationship between the effectiveness of Grab service and the fees

A Pearson correlation coefficient was computed between the dependent variable (effectiveness

of Grab service) and independent variable (the fees). The p value should be less than 0.05 for

significant. The hypothesis H0 above was particularly developed for the research question 1

gives the notation that there is a positive, very weak and significance relationship between the

effectiveness of Grab service and the fees (r=0.724, n=206, p=<0.05). Therefore, the research

hypothesis was rejected.

 H0= There is no relationship between the effectiveness of Grab service and the quality of

Grab service

A Pearson correlation coefficient was computed between the dependent variable (effectiveness

of Grab service) and independent variable (the quality of Grab service). The p value should be

less than 0.05 for significant. The hypothesis H 0 above was particularly developed for the

research question 1 gives the notation that there is a positive, very weak and significance

relationship between the effectiveness of Grab service and the quality of Grab service (r=0.744,

n=206, p=<0.05). Therefore, the research hypothesis was rejected.

H0= There is no relationship between the effectiveness of Grab service and the knowledge

of driver
A Pearson correlation coefficient was computed between the dependent variable (effectiveness

of Grab service) and independent variable (the knowledge of Grab driver). The p value should

be less than 0.05 for significant. The hypothesis H 0 above was particularly developed for the

research question 1 gives the notation that there is a positive, very weak and significance

relationship between the effectiveness pf Grab service and the knowledge of driver (r=0.766,

n=206, p=<0.05).

Therefore, the research hypothesis was rejected.

H0 : µ (male) = µ (female) ( There is no important differences among male and female)

According to the T-test table shows the significant mean of the both genders is p=0.471

which means that it is higher than the significant level of 0.05. Therefore, there is no significant

difference between the mean of 2 groups and the H0 is accepted. Which means male and female

have the equal changes towards the effectiveness of e-hailing (Grab).

 H0 : µ (Malay ) = µ (Chinese ) = µ (Indian) (The mean of all the group are equal)

According to the ANOVA table above it shows that the significant value is p=0.162 which is

higher than the significant value of 0.05. Therefore, this indicates that there are no differences

between groups in term of the mean. H0 is accepted. This means that there are no differences

between the ethnics towards the effectiveness of e-hailing (Grab) toward the community.

Summary of Hypothesis of Correlation Table

HYPOTHESIS DIRECTION RESULTS

H1= There is a positive, very weak Accepted (r=0.724,
relationship between and significant p=0.000)
effectiveness of
ehailing (Grab) and the
fees
H2 = There is a positive, very weak Accepted (r=0.744,
relationship between and significant p=0.000)
effectiveness of
ehailing (Grab) and the
quality of Grab service
H3= There is a positive, weak and Accepted (r=
relationship between significant 0.766, p=0.000)
effectiveness of
ehailing (Grab) and the
knowledge of Grab
driver

Summary of Hypothesis of T-test and ANOVA

Test Hypothesis Results

T-test H1: µ (male) ≠ µ Rejected
(female) (There is a (p=0.471>0.05)
significant
differences between
male and
female)

ANOVA H1: µ (Malay) ≠ µ Rejected

(Chinese) ≠ µ (p=0.162>0.05)
 (Indian) (at least one
of the group mean is
different)

Multiple Regression

Multiple regression refers to a common and stretchy statistical method for analyzing

associations among two or more independent variables and a single dependent variable

(Morrissey & Ruxton, 2018). The last step in analyzing the collected data on this study is

carrying out the multiple regression analysis. As a broad statistical skill, multiple regression

can be employed to foretell values of a particular variables based on understanding of its

association with known values of other variables, and it can be used to test technical

hypotheses about whether and to what extent certain independent variables explain variation in

an independent variable of interest. The table below shows the results of the multiple

regression analysis.

Model summary of the study

Model Summary

Adjusted R Std. Error of the

Model R R Square Square Estimate

1 .819a .672 .667 .35800

a. Predictors: (Constant), Mean_IV3, Mean_IV2, Mean_IV1

Coefficient Table of Multiple Regression

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1
(Constant) 1.046 .166 6.310 .000
 Mean_IV1 .170 .051 .221 3.318 .001

Mean_IV2 .293 .060 .315 4.886 .000

Mean_IV3 .319 .061 .362 5.198 .000

a. Dependent Variable: Mean_DV
Based on the table above the significant level is p=0.000 which is lower than the significant

level of 0.05 this mean that the model is fit for this study. The R square value is 0.672. R

square value refers to “a statistical ration of how close the data are to the fitted deterioration

line. It is also known as the coefficient of determination, or the factor of multiple determination

for multiple regression” (Scibilia, 2017). The r square value is always between 0 and 100%.

The R square value for this study is 0.672 which is only 67.2%. This indicates the variances of

all the independent variables such as (the fees, the quality of Grab service and the knowledge

of Grab driver) towards dependent variables (effectiveness of e-hailing (Grab)) are at 67.2%.

Therefore, this indicates a strong explanation of variability of the response data around its

mean as it is more than 30% for the R value.

Moreover, the absolute value of β (Beta) in table 4.10.2 indicates the order of importance of

the independent variables. The variables with the highest β value are relatively most influential

or important independent variable. Therefore based on the analysis above the independent

which got the highest beta is the knowledge of Grab driver (β=0.362) with a significant value

of 0.000 this indicate that the model is good and beneficial because the significant value is less

than 0.005 Also, it is followed by the quality of Grab service with a value of (β=0.315) with a

significant value of

0.000 this indicate that the model is good and beneficial because the significant value is less than

0.005. Hence, the independent variable which got the lowest beta is the fees with a value of

(β=0.221) with a significant level of 0.001 this indicate that the model is also good and
beneficial because the significant value is less than 0.005. This indicate that all the variable is

highly influential, good and beneficial.

Summary

This chapter reported information regarding the demographic data and variables which have

been developed and studied in this research. All the data which have been analyzed on SPSS

have been precisely explained in this chapter. This study has 206 respondents have successfully

completed the questionnaire fully and after running the reliability test all the data is reliable

because the Cronbach’s Alpha is higher the 0.07. Other than that, the three variables (the fees,

quality of Grab service and the knowledge of Grab driver) is significant and accepted in this

research. However, the ANOVA and t-test in this study also indicated that all the demographic

data is not significant with the dependent variable (effectiveness of e-hailing (Grab)) which

means that there are no differences between the demographic data and effectiveness of e-

hailing (Grab). This study also analyzed the data using the correlation analysis and multiple

regression analysis.

The next chapter will talk over the main definitions of the research, classify possible causes for

the findings, and suggest some references for future study.