GRABFOOD CUSTOMER SATISFACTION ANALYSIS

Abstract

The development of technology in human life has become a primary need, especially for the GrabFood food ordering service which is already popular and already has many customers, but in reality there are still GrabFood consumers who have experiences that do not match expectations which directly shows that GrabFood still has many shortcomings in service, price, quality of food and drinks, and the Grab application in the GrabFood feature. The aim of this research is to determine the level of satisfaction of GrabFood customers. This research uses a qualitative approach with a case study method. Data analysis techniques use data reduction, data presentation and drawing conclusions. The results of interviews and observations show that the level of GrabFood customer satisfaction using factors that influence customer satisfaction, namely service quality, product quality, price and convenience, states that consumers are satisfied, but at least respondents said that the order was not appropriate, then the location was not suitable. point in application, and incompatibility of attributes to remain professional at work in improving and maintaining better customer satisfaction in the future. This shows that communication and frequent application monitoring can increase customer satisfaction.