THE EFFECT OF PERCEIVED TRUST, CONVENIENCE, AND E-SERVICE QUALITY TOWARDS THE INTENTION TO USE GRAB APPLICATION

Abstract

Purpose – The purpose of this research is to understand the reasons to why people are willing to and continue to use a ride hailing “super app” like Grab which provides transport, delivery, and e-payment services. As well as to determine the effect of perceived trust, convenience, and e-service quality on the users’ intention to use such a mobile application. Methodology – The original data was taken through an online questionnaire with 82 respondents who uses Grab application. The IBM SPSS Statistics Program was used to test the proposed model. Findings – Result shows that perceived trust, convenience, and e-service quality are factors that affect the users’ intention to use, with e-service quality and convenience being the stronger factors.