A COMPARATIVE ANALYSIS OF SERVICE QUALITY ON CONSUMER SATISFACTION BETWEEN GRAB AND MAXIM SERVICE USERS IN TARAKAN CITY

Authors

  • Nurjannatul Hasanah Univeristas Borneo Tarakan, Indonesia
  • Rahmi Nur Islami Universitas Borneo Tarakan, Indonesia
  • Nur Rahmat Universitas Borneo Tarakan, Indonesia
  • Shalahuddin Shalahuddin Universitas Borneo Tarakan, Indonesia

Abstract

The increasingly competitive landscape of the service industry compels companies to continuously enhance their service quality in order to meet consumer expectations. This endeavor is crucial to prevent consumers from switching to other service providers. Driven by this urgency, this study aims to analyze the significant differences between the service quality and the level of consumer satisfaction among users of Grab and Maxim services in Tarakan City. This research employs a comparative approach, utilizing a survey method for data collection involving 200 respondents, consisting of 100 Grab users and 100 Maxim users. Data analysis was conducted using an Independent Sample T-test with the assistance of SPSS software version 25. The study was carried out from February to September 2025. The analysis results indicate that Grab's service quality has a higher mean score compared to Maxim. Meanwhile, the consumer satisfaction levels for both Grab and Maxim users are relatively similar. Based on the hypothesis testing results, a significant difference was found in the service quality between the two services; however, no significant difference was detected in the level of consumer satisfaction.

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Published

2026-09-04

How to Cite

Hasanah, N., Islami, R. N., Rahmat, N., & Shalahuddin, S. (2026). A COMPARATIVE ANALYSIS OF SERVICE QUALITY ON CONSUMER SATISFACTION BETWEEN GRAB AND MAXIM SERVICE USERS IN TARAKAN CITY. International Humanities and Applied Science Journal, 9(2). Retrieved from https://publikasi.mercubuana.ac.id/index.php/ihasj/article/view/38349

Issue

Vol. 9 No. 2 (2026): IHASJ VOLUME 9, ISSUE 2, 2026

Section

Articles

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