| dc.description.abstract | Transportation has an important role in economic development. Transportation can be
divided into two types, namely private transportation and public transportation. Public
transportation need three basic criteria, namely: comfort, safety, and speed. Interest in onlinebased
transportation is now very large in urban areas, one of which is in the city of Medan.
There is an important relationship between service quality and customer loyalty. This
relationship is especially strong when customers are very satisfied, therefore researchers are
interested in researching and knowing more about the effect of service quality on customer
loyalty to Grab users in Medan City. the significance value for the service quality variable is
0.000 < p (0.05), then the hypothesis is accepted. Thus partially, service quality has a
significant and positive effect on customer loyalty. When service quality is good, it will
increase customer loyalty | en_US |
