Grab is a Southeast Asian super-app that has significantly transformed the region's digital

landscape. Established in 2012 as a ride-hailing service, Grab has evolved into a multifaceted
platform, offering an array of services such as food delivery, financial services, and digital
payments.

In this survey targeting individuals aged 19-22, we aim to gauge the perceptions of Grab's
service quality through a carefully crafted set of Likert scale questions. The Likert scale, ranging
from strongly disagree to strongly agree, will enable respondents to express nuanced opinions
on various aspects of Grab's services, including ride-hailing, food delivery, and overall customer
experience.

SURVEY QUESTIONNAIRE

Greeting fellow Carolinians!

We are conducting a survey on the service quality of Grab, in partial fulfillment of the
requirement for the subject, CBMEQ 1 Operations Management and Total Quality Management
(TQM)

We kindly ask for 3-5 minutes of your time to give honest feedback through this survey. Your
responses are confidential and will be used exclusively for educational purposes, accessible
only to our student group and course facilitators. Your participation implies agreement.

If you have any concerns or queries, please do not hesitate to contact the following:

Jan Rissa Abalayan

Yehree Mavive Rabanes
Christine Claire Suarez
Casey Roice Ting
Ainsley Jane Yu

Thank you for your cooperation and have a blessed day ahead!

Google Form Link : https://forms.gle/CybfaJbaaFyLoHhC9

 INTERPRETATION OF DATA AND RECOS

FREQUENCY
● I frequently use to Grab for delivery and food services

RELIABILITY

● The service provided by Grab consistently arrives within the estimated time
frame, allowing me to rely on their punctuality for my transportation needs.
 ● Grab drivers consistently honor confirmed bookings without cancellations
or no-shows, demonstrating their commitment to delivering a reliable
service to customers.

● Grab effectively communicates any service updates or disruptions to its

customers, keeping me informed and allowing me to adjust my plans
accordingly

Interpretation of Data
● Generally, Grab service is overall fairly reliable. This suggests a consistent and
dependable experience with the platform. Users likely find the service trustworthy
in terms of timely pickups, efficient routes, and overall generally satisfied with the
services provided by Grab.
ASSURANCE

● I feel safe when using Grab transportation service

● Would you recommend Grab to others?

YES 33 90%

NO 4 10%

● I am satisfied with the price and service convenience offered by Grab.

Interpretation of Data
● The generalization is that users perceive Grab as a reliable and secure option for
their transportation needs. This suggests a level of confidence in the service, with
users feeling assured that Grab will consistently provide a dependable and safe
means of travel and services. With the assurance they got from the service, they
even would recommend grab to others
TANGIBLES

● The delivery personnel adhere to safety and hygiene standards during the
delivery

● The delivery personnel professionally dressed and courteous during the

delivery process
 ● The delivered products in good condition and properly sealed to maintain
freshness

Interpretation of the Data

● With regards to Grab's tangibles, including cleanliness, appearance, and quality
of service, suggests that users perceive these aspects positively. It implies that
Grab places importance on maintaining a clean and well-presented service, while
also delivering a high standard of quality in their overall transportation
experience. Users likely appreciate these tangible elements as contributing
factors to their satisfaction with Grab.

EMPATHY

● I believe Grab delivery service values my satisfaction and strives to meet

my expectations
 ● Grab delivery service strives to personalize the delivery experience to meet
my specific preferences and needs

Interpretation of the Data

● The survey results for empathy indicate that a majority of respondents perceive
Grab's delivery service positively, believing that they value customer satisfaction
and strives to meet expectations. However, there is slightly less consensus
regarding Grab's efforts to personalize the delivery experience to meet specific
preferences and needs. While many respondents agree with this aspect, there
are also some who express neutrality or disagreement, suggesting areas for
potential improvement in Grab's delivery service.

RESPONSIVENESS

● Grab provides clear and timely updates on the status of my order

 ● I am satisfied to how quick Grab resolves any issues related to the service

Interpretation of the Data:

● With regards to Grab's responsiveness, the survey results suggest that Grab
generally performs well in terms of providing clear and timely updates on order
status and resolving service-related issues promptly. A majority of respondents
expressed satisfaction with these aspects of Grab's responsiveness, with few
indicating dissatisfaction. However, there may be some room for improvement in
addressing issues even more swiftly to further enhance overall customer
satisfaction.
CONCLUSION

In conclusion, the survey shed light on the overall perception of Grab's services. The
data indicates a generally positive sentiment, with a majority of respondents expressing
satisfaction with Grab's diverse offerings, including ride-hailing and food delivery. The
Likert scale responses revealed a favorable assessment of service quality, punctuality,
and user experience. However, it's essential for Grab to consider the feedback provided
on specific pain points or areas of improvement identified by a minority of respondents.
This insight serves as a valuable resource for Grab to refine its services, ensuring that it
continues to meet the evolving expectations of its users. Overall, the findings suggest
that Grab has successfully positioned itself as a reliable and preferred service provider
among individuals in this age demographic, but ongoing attention to user feedback will
be crucial for maintaining and enhancing this positive perception.
RECOMMENDATIONS

Based on the feedback provided by respondents, Grab should consider the following
recommendations to enhance its overall service quality:

1. Implement stricter security monitoring measures for drivers to ensure passenger

safety and trust.
2. Enhance the accuracy and reliability of the tracker feature to provide real-time
updates on the location of booked rides.
3. Minimize ride cancellations to improve user experience and reliability.
4. Consider expanding the pool of drivers to reduce wait times and increase
availability during peak hours.
5. Evaluate and potentially lower service fees to make Grab more cost-effective for
users.
6. Expand the range of food choices available in GrabFood to cater to diverse
preferences.
7. Emphasize punctuality and care in handling goods during delivery to maintain
customer satisfaction.
8. Streamline transaction processes to facilitate faster and smoother transactions
for users.

Additionally, considering that the majority of respondents expressed their willingness to

recommend Grab to others, the company should prioritize maintaining and further
enhancing its service quality to capitalize on positive word-of-mouth marketing.
Regularly soliciting and acting upon user feedback can help Grab continue to improve
and meet the evolving needs and expectations of its customers.