grab recommendation.docx - Recommendation Table 8: How...

Recommendation Table 8: How satisfied are you overall with the Grab Car services?
Although Grab Car services shown high satisfaction among the respondents, there are some few
improvements need to be made to increase customer loyalty and boost brand image. In Penang, we
found that Grab Company is one of the biggest players on providing ride hailing services and provide
special features on its online via mobile application for customers’ ease and comfort. At the end of
our questionnaire, there are some respondents provide recommendations for Grab Company’s
future improvement.
Firstly, the collective of driver behaviour with regard to customers is also statistically huge. Results
proved that Grab drivers must exhibit high professionalism and courtesy in the aspect of being more
patient and friendly with customers. Next, the study found that Grab Car customers suggest drivers
know routes very well before reaching destination as it will affect customers’ satisfaction.
Respondents feeling that Grab should increase the number of passengers allowed to more than 2 or
3 people as customers mostly focus on price affordability. Another improvement can be made by
offer more promotions to Grab customers as it will impact on customer loyalty to use Grab services
regularly. Customers may feel satisfied if reduction in timeliness for Grab arrival. As Grab customers
always used Grab mobile application, the study found improvement on navigation (GPS) system for