Evaluating the Quality of GrabFood Services in Bogor City, Indonesia

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Published: 2025-05-31
DOI: https://doi.org/10.56225/gjbesd.v3i1.60
Keywords:
Service Quality, Customer Satisfaction, Importance–Performance Analysis, Customer Satisfaction Index, Online Food Delivery Services

Main Article Content

Rifani Aulia Putri
Department of Management, Faculty of Economics and Business, Pakuan University, 16143 Bogor City, Indonesia
Laya Tsani Khusnul Khotimah
Department of Management, Faculty of Economics and Business, Pakuan University, 16143 Bogor City, Indonesia
Nazwa Ismala Putri
Department of Management, Faculty of Economics and Business, Pakuan University, 16143 Bogor City, Indonesia
Adiva Crestoriena
Department of Management, Faculty of Economics and Business, Pakuan University, 16143 Bogor City, Indonesia

Abstract

This study examines the quality of GrabFood services in Bogor City and evaluates the extent to which service performance aligns with customer expectations on digital food delivery platforms. As competition in online food delivery intensifies, service quality and customer satisfaction become critical determinants of platform sustainability and competitive advantage. This research aims to assess customer satisfaction levels and identify priority areas for service improvement. A quantitative descriptive approach was employed, involving 100 GrabFood users selected through purposive sampling. Data were collected using structured questionnaires based on the SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using the Importance–Performance Analysis (IPA) to identify performance gaps and the Customer Satisfaction Index (CSI) to measure overall satisfaction. The findings indicate that the overall CSI value is 79.94%, placing customer satisfaction in the satisfied category. Attributes related to application clarity, transaction security, data protection, and driver politeness demonstrate high performance and align closely with customer expectations. However, attributes such as delivery punctuality and time estimation accuracy exhibit noticeable performance gaps, indicating areas requiring managerial attention. The results suggest that while GrabFood has generally met user expectations in Bogor City, improvements in operational efficiency and timeliness are essential to further enhance customer satisfaction and service competitiveness.

Article Details

Issue

Vol. 3 No. 1: May 2025

Section

Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Rifani Aulia Putri, Laya Tsani Khusnul Khotimah, Nazwa Ismala Putri, & Adiva Crestoriena. (2025). Evaluating the Quality of GrabFood Services in Bogor City, Indonesia. Global Journal of Business, Economics & Social Development, 3(1), 1-8. https://doi.org/10.56225/gjbesd.v3i1.60

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