PERTANIKA JOURNAL OF SOCIAL SCIENCES AND HUMANITIES

In recent years online-based transport modes have become popular in Jakarta. These ride hailing applications (apps) provide many benefits. The purpose of this research is to determine the effect of their quality of service on customer satisfaction and their impact on customer loyalty. Correlations analysis and SPSS are used to analyse data obtained from questionnaires distributed to 100 GrabCar users in Jakarta. A simple random sampling technique was employed to recruit the respondents. The results of this research showed that service quality has a positive and significant impact on customer satisfaction and has a positive but not significant impact on customer loyalty. This study can be used to help online based transportation apps develop a better strategy to improve the quality of their service by boosting customer satisfaction which in turn will increase customer loyalty.