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The Perception of University Malaysia Terengganu Students Towards
Grab Cars Services Quality in Kuala Terengganu
Lukmanul Hakim Mamat @ Mansor
Supervisor: Dr. Noor Fadhiha Mokhtar
Bachelor of Management (Marketing)
School of Business and Maritime Management
Ride-hailing is one of the fastest growing services in Malaysia which are GrabCar and
Uber. Apart from being convenient, efficient and affordable, the service providers provide
driver evaluation from passengers. However, recently there were several cases reported
on the unethical, abusive and misconduct of ride-hailing drivers. The aim of this paper is
to determine the perception of University Malaysia Terengganu students towards Grab
cars services quality in Kuala Terengganu. This study proposes five antecedent that are
related to service quality dimension which; reliability, assurance, tangible, empathy, and
responsiveness. This study will using three types of data analysis which; descriptive
analysis which to describe the variables, then predictive analysis to forecast the future,
and association analysis uses correlation coefficient to measures the heading and quality
of the direct relationship between the two factors. Based on the pilot survey analysis, the
researcher found that reliability, assurance, tangible, empathy, and responsiveness have
positive significant association with customer perceptions.
1539 | UMT UNDERGRADUATE RESEARCH DAY 2018