Seindang, Melania (2024) Evaluasi Kepuasaan Pengguna Grab Sebagai Transportasi Online Melalui Pendekatan TAM ( Studi Mahasiswa Fakultas Teknologi Informasi Universitas Merdeka Malang. Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

Grab is a company that provides digital-based transportation services that continues to improve the quality of its services. Grab offers a variety of service options, from transportation, goods delivery, to food delivery. However, the Grab application often faces problems such as interference when used, inaccurate location points, and fictitious orders received by drivers. These issues can affect user satisfaction. Based on these problems, it is important to examine the aspects that influence user satisfaction with the performance of the Grab application. This research aims to measure user satisfaction and provide an overview of the success of system implementation based on user perceptions using the Technology Acceptance Model (TAM) method. The TAM method is applied with several variables such as perceived ease of use, perceived usefulness, user attitudes, interest in continuing to use, and actual use. The research methodology involves several stages, including identifying problems related to the research object, and collecting data through questionnaires distributed to students at the Faculty of Information Technology, Merdeka University, Malang. The research results show that the independent variable contributes 74.8% to user satisfaction, while the remaining 25.2% is caused by other variables not included in this linear regression model. This shows that the independent variable has a significant effect on user satisfaction, but there are other factors that also play a role.

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