| dc.description.abstract | At this time, transportation is growing rapidly and used by the people in
Indonesia is an online-based transport. This online transportation is considered to
be a commodity needs of the community and the community is perceived to love
the existence of online-based transportation. In order to survive in competition, any
online-based transport needs to improve the low Brand Switching Intention.
This research is aimed to analyze the effect of Service Quality, Customer
Service, Service Pricing, Value-Added Services to Brand Switching Intention
through Customer Satisfaction in an effort to increase Brand Switching Intention of
"Grab" online transport user in Surabaya. The sample used in this study were 100
respondents consisting of users aged 17-35 years old, living in Surabaya city area,
owning Grab application, knowing about Grab additional service, and at least ever
using Grab service more than twice in three last month. For processing and
analyzing the data in this study using Statistical Product and Service Solutions
(SPSS) as a software to process the data.
The results showed that Customer Satisfaction on Brand Switching
Intention has the highest first regression coefficient with a value of 0.640, and
Customer Satisfaction have a positive and significant effect on Brand Switching
Intention, the relationship between Service Quality to Customer Satisfaction has the
lowest regression coefficient first regression coefficient of 0.065, and Service
Quality has positive and insignificant effect on Customer Satisfaction, Customer
Service to Customer Satisfaction the third highest regression coefficient with the
value of 0.302, and Customer Service have a positive and significant impact on
Customer Satisfaction, the relationship between Service Pricing to Customer
Satisfaction has the second highest regression coefficient with the value of 0.304,
and Service Pricing have positive and significant impact on Customer Satisfaction,
the relationship between Value-Added Services to Customer Satisfaction has the
second lowest regression coefficient with a value of 0.105, and Value-Added
Services have a positive and insignificant effect to Customer Satisfaction | en_US |
