Analysis of Grab Transportation Services in Ciamis Regency, West Java, Indonesia

Problems with customer satisfaction at PT. Grab Indonesia in Ciamis Regency, where certain customers are still dissatisfied the services offered, served as inspiration for this study. This may be affected by how well PT Indonesia's drivers perform Regency region. An estimated t value of 12.965 and a significance 0.0000.05 indicated that Tangible (Physical Evidence) has substantial impact on satisfaction. With count 1.101 0.274>0.05, reliability does not significantly influence happiness. 2.677 0.0090.05, responsiveness favorable consumer power. -3.293 0.001 to 0.05, assurance organizational commitment. 4.668 0.0000.05, Emphaty significant As can observed from 0.00 0.05 computed F 66.765, which is higher than table, Service Quality characteristics such tangible, reliability, responsiveness, assurance, empathy jointly affect Customer Satisfaction. The tangible variable, or physical evidence, largest beta all variables, making it variable most dominant when compared other variables. effect service quality was found 78% Rsquare study, while remaining 22% influenced variables were examined.