Title: Level Of Customers Satisfaction Of Grab Philippines Amidst Pandemic

Towards Improved Service Delivery

This researcher used the survey technique to offer a good measure through

perception and opinion on the current performance of Grab Philippines to assist a

continuing survey to identify the viability of additional improvement in the marketing

system and approach. The study was motivated by the Perceived Value Theory,

which discussed the variables of Service Efficiency (fulfilling customer service goals

with the minimum amount of effort), Responsiveness ("being able to react quickly,"),

Service Quality (measurement of the overall performance of a service), and Privacy

(security of information and goods in delivery). The idea of 'perceived value' is

typically poorly separated from other related constructs – such as 'values,' 'utility,'

'price,' and 'quality' – in the literature; also, despite significant study on these

constructs, the linkages between them remain mostly unexplained (Lapierre et al.,

1999). The application of the concept of perceived value has long been recognized

as a necessary condition for corporate survival, particularly in times of strong market

rivalry, and has been regarded as the key to all organizations' success. It has been a

popular issue for decades, but a consensus on its definition and concept has yet to

be reached, and the situation remains ambiguous. It has been proved that using the

notion of customer perceived value not only results in happier customers but also

has a direct impact on consumer repurchase intent and loyalty Simply said, the more

benefits a product or service provides, the better. (Kokemuller, N., 2019) The

survey's statements were derived from the variable's content.

QUESTIONS:

SERVICE EFFICIENCY
1. The delivery service of the grab quick.

2. The safety protocol of Grab during the pandemic is accurate

3. There is ease getting grab services in many areas

4. Grab drivers greets you respectful

RESPONSIVENESS

1. Services of Grab can be called in any time of the day

2. Grab services is familiar to many places

3. They communicate clearly to request for services

4. Whereabouts of the Grab driver is always known to the customer

SERVICE QUALITY

1. It feels safe to book with Grab.

2. Booking is completely delivered by the Grab riders.

3. All other services of Grab is outstanding

4. The Grab Services are friendly, affordable, convenient, and economically healthy.

PRIVACY

1. Personal information are safe with Grab

2. Services of Grab includes safety and confidentiality to other parties

3. Grab collects Personal data to provide personalize, maintain and improve the

Apps, Websites, and Services.

4. Grab ensures the safety and security of their services