Factors impacting online loyalty to the Grab ordering app among Malaysia Kelantanese Customers in Post Covid-19 Pandemic

Abstract

This research examined how significant factors including information quality, payment convenience, and social media involvement influence customer loyalty to the Grab smartphone app among customers post Covid-19. Customer loyalty is influenced by various elements and antecedents, including values, experience, security, technological adoption, and behavioural control, according to previous research. Customers in Kelantan who were regular users of the Grab Ordering mobile application were given questionnaires as part of this study, which took a quantitative approach. SPSS version 24 was used to analyse the data. The analysed data show that the three criteria of information quality, convenience of payment, and social media all have a significant impact on customer recurrent use of the Grab Ordering App. The results further provide useful information for recognising and improving services, comfortable environment, and customer needs.