Widiansyah, Thariq Zinedin (2025) Pengaruh Online Customer Review dan Online Customer Rating Terhadap Keputusan Melakukan Transaksi Pada Aplikasi Grab di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The rapid development of information and communication technology has driven a significant transformation in consumer behavior patterns, particularly in the use of digital application-based services. This study aims to analyze the influence of online customer reviews and online customer ratings on the decision to make transactions using the Grab application in Surabaya. These two variables were chosen due to their relevance in shaping users’ perceptions of service quality and application credibility, which can impact transaction decisions. This research employs a quantitative approach with a sample size of 100 respondents. Data collection was carried out by distributing online questionnaires to Grab application users in Surabaya who had previously viewed reviews and ratings. The sampling technique used was purposive sampling, and the data were analyzed using the Partial Least Squares (PLS) method. The results of the study indicate that online customer reviews and online customer ratings contribute to the decision to make transactions. These findings suggest that users of the Grab application in Surabaya tend to consider other users’ reviews and ratings before deciding to make a transaction through the application. Keywords: Customer Reviews; Transaction Decision
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics | ||||||||
| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||
| Depositing User: | Thariq Zinedin Widiansyah | ||||||||
| Date Deposited: | 11 Sep 2025 05:15 | ||||||||
| Last Modified: | 11 Sep 2025 05:15 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/42660 |
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