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TOPIC RESEARCH ON SATISFACTION STUDENTS ABOUT GRABBIKE AT HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES INFORMATION TECHNOLOGY Student’s name 1 Nguyễn Thị Hạnh 19DH481191 2 Nguyễn Huỳnh Khánh Thùy 19DH480452 3 Nguyễn Lê Phương Thùy – 19DH480145 Instructor Đoàn Gia Âu Du HCMC, May 2022 Table of Contents ABSTRACT 4 CHAPTER 1 INTRODUCTION 5 1 1 Background of the research.
HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES - INFORMATION TECHNOLOGY FACULTY OF BUSINESS ADMINISTRATION -*** FINAL REPORT TOPIC: RESEARCH ON SATISFACTION STUDENTS ABOUT GRABBIKE AT HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES - INFORMATION TECHNOLOGY Student’s name: Nguyễn Thị Hạnh - 19DH481191 Nguyễn Huỳnh Khánh Thùy - 19DH480452 Nguyễn Lê Phương Thùy – 19DH480145 Instructor: Đoàn Gia Âu Du HCMC, May / 2022 Table of Contents List of Figures ABSTRACT Currently, along with the rapid development of technology, means of transport are also focused on developing to meet the needs of people The emergence of Grab and other new types of ride-hailing services in Vietnam has changed the market structure affecting consumer satisfaction This study was conducted to determine, evaluate and analyze the satisfaction level of Grabbike application service of Freshman and Sophomore students at the Ho Chi Minh City University Of Foreign Languages Information Technology The goal of this study is to conduct a survey in order to obtain feedback and practical ideas for this company's brand value improvement Survey data is processed by descriptive statistics, analyzing and modeling factors affecting students' behavior of using Grabbike service Through the research results, solutions have been proposed to improve customer satisfaction when using GrabBike technology motorbike taxi service, like other research papers, this study has some limitations The mechanism needs to be further investigated and clarified in further studies Keywords: GrabBike, HUFLIT students, customer satisfaction, analysis CHAPTER 1: INTRODUCTION 1.1 Background of the research The development of the economy and the lives of people are increasingly improving The needs for human travel are an essential necessity and vehicles are focused on development to meet the needs of people The powerful development of the Internet and smart technology devices understood the technological bicycle taxi services, especially GrabBike, have been launched In the intense background of competition in the field of passenger transport services based on the current smartphone platform, survival and development require the understanding of the customers and the recognition of the influence factors and the law on the use of services to provide appropriate development policies It is clear that students are the group who is most likely to use modern services like GrabBike If you want to promote service development and ensure satisfaction among your student customers, it will be important to focus on this group of customers Surveying their level of satisfaction will be a useful way to this The purpose of the study was to determine the quality of service provided by GrabBike Factors that were studied included the impact of these factors on the quality of GrabBike's service From there, offer suggestions on ways that GrabBike can improve its development 1.2 Problem statement The problem statement introduces the topic and specifies the study's broad analytical procedure From practical issues, the study is required to discuss the key question: GrabBike has an exclusive position in the Vietnamese technology mobile taxi business as one of the early entrants However, after years of dominance, GrabBike is currently under siege from other companies, the most prominent of which being Gojek and Be GrabBike's competitors already have a marketing strategy, brand positioning, and advertising campaigns in place In the end, they seek to expand the number of potential clients Understanding customer psychology will help GrabBike not only improve customer satisfaction, but also provide a foundation on which to repel competition In light of the foregoing, the study's key problem is: Factors influencing students' happiness with GrabBike use The study's major purpose was clearly outlined on this premise 1.3 Marketing research objectives This study conducted the study of factors affecting students' satisfaction with the use of technology motorbike taxi service - GrabBike at Cao Thang Campus at Ho Chi Minh City University Of Foreign Languages – Information Technology with the main goals: First, the study focused on understanding the theoretical basis of students' satisfaction as well as the basic theory of transportation services, travel in general and technology motorbike taxi services in particular In addition, the article is aimed at the research to gain an understanding of GrabBike as well as the need for the study of the student's satisfaction with the technology motorbike taxi service - GrabBike Next is the situation of students' satisfaction with technology motorbike taxi service GrabBike will be studied through the investigation, statistics, and actual data analysis, and perform the set models The amount of qualitative research combined to give objective assessments of influential factors Finally, from the detection of the limitations and the main objectives of scientific research is to propose solutions to improve customer satisfaction with the technology motorbike taxi service - GrabBike 1.4 Research methodologies This study was conducted to determine the satisfaction of students with the GrabBike application service at the Ho Chi Minh City University Of Foreign Languages Information Technology The study's methodology is descriptive Grab's growth is continuing, so this research will provide more information about customer satisfaction and interest in Grab The research paper will ask for a survey to collect feedback and opinions on ways to improve the company's brand value The survey data process by descriptive statistics, which analyze and model factors affecting students' use of the Grabbike service According to research, there are various solutions that can be implemented to improve customer satisfaction when using the GrabBike technology motorbike taxi service 1.5 Scope and limitation 1.5.1 Scope This study looks at the level of satisfaction with GrabBike among freshmen and sophomores We chose this group of students with the goal of having the most objective results when surveying because the technology mobile taxi business has a big percentage of consumers who are freshmen and sophomores Ho Chi Minh City University of Foreign Languages - Information Technology, located in District 10, Ho Chi Minh City, has been chosen as the location With so many students who have used GrabBike, we chose Ho Chi Minh City University of Foreign Languages Information Technology to capitalize on potential consumer pleasure Attitude and information quality are two other elements that can influence consumer happiness with GrabBike As a result, we will concentrate on gathering data and information from clients in this sector in order to obtain trustworthy study results 1.5.2 Limitation We experienced several limits in terms of human resources, time, and funds during the implementation of the research paper, thus this topic was surveyed in a representative manner to broaden the results to the total The research team does not have enough data to evaluate how freshmen and sophomores at Ho Chi Minh City University of Foreign Languages - Information Technology feel about GrabBike service with only 200 samples We are now students, therefore finding and collecting business data sources is difficult Students frequently face the challenge of having limited foreign language capital, making it simple to look up, use, and refer to documents of foreign origin as the basis and reference source in a research job During our research on freshman and sophomore satisfaction with GrabBike at Ho Chi Minh City University of Foreign Languages - Information Technology, the foregoing constraints were a roadblock for our team As a result, the research paper's quality is limited, but our team believes that this study provides us with a wealth of important information during the research process CHAPTER 2: FINDINGS AND DISCUSSION 2.1 Overview of the chosen company Anthony Tan and Tan Hooi Ling co-founded Grab, which received a prize of $25,000 in a Harvard University competition In 2012, the app was named Myteksi and released in Malaysia, where it received 11,000 downloads on the first day Grab has risen to become Southeast Asia's most popular ride-hailing app in just a few years In August 2013, the company launched GrabTaxi in the Philippines market GrabTaxi relocated its headquarters to Singapore in 2014 On June 13, 2015, GrabBike was still operating in Hanoi with a 3.000 VND/km price list The company changed its name to Grab in early 2016 and expanded into six markets: Malaysia, Singapore, Thailand, Vietnam, Indonesia, and the Philippines The company reached a big milestone in 2018 when it purchased competitor Uber's entire Southeast Asia service sector Grab is now available in eight Southeast Asian countries: Singapore, Indonesia, Philippines, Malaysia, Thailand, Vietnam, Cambodia, and Myanmar, after seven years of operation Grab is presently valued at $14 billion, according to CB Insights Grab service has been provided in Ho Chi Minh City from February 2014, Hanoi since May 2014, and Da Nang since June 2015 Grab recognized that Vietnam's road infrastructure is still limited, with frequent traffic congestion, and that the demand for taxis is not as high as the desire for motorbike taxis, therefore it created GrabBike as a complement to GrabCar Grab has successfully handled the issues that our country faces with its aim of "Creating the safest traffic platform, making it easier for people to move, and enhancing their lives." The GrabBike service is a smartphone application that connects clients and drivers directly When the customer orders the ride, the whole cost will be revealed Customers pay the amount that appears on the application screen In Southeast Asia, the vast majority of people prefer to pay using cash Grab has allowed users to pay with cash after carefully studying and adjusting to the behaviors of Vietnamese people When Uber first launched in Southeast Asia, it only accepted bank account payments, which made it difficult for users Along with the advancement of technology, Grab Vietnam announced a collaboration with mobile payment firms Moca, napas, Visa, and Mastercard in early September 2018, broadening payment methods to help users in Vietnam Currently, Grab offers four primary services in the Vietnamese market: GrabCar, GrabBike, GrabTaxi, and GrabExpress, in addition to other services such as JustGrab, GrabFood, and GrabShare Grab is increasingly confirming its position in the Vietnam market, and in Southeast Asia in general, in terms of offering the finest services to customers GrabBike is probably certainly Grab's most popular service 2.2 Target groups The focal group for this study is students at the Cao Thang campus of Ho Chi Minh City University of Foreign Languages - Information Technology Freshmen and sophomores who have utilized the GrabBike service will be the focal group This is a group of people who use GrabBike on a regular basis, according to our research This is a group of clients that prefer the ease and safety of technology motorbike taxis They also utilize numerous of GrabBike's rivals' services, so they can assess the technological motorbike taxi service objectively 2.3 Data collection 2.3.1 Secondary data Secondary sources are any other sources that already have the needed material and are being used for research purposes, such as publications, government papers, and past study Others have conducted extensive research on various topics and can give wewe the essential information The media is a powerful tool Reports in newspapers, magazines, and on the Internet, among other places, can be a helpful source of information Information will be gathered specifically from Google Scholar publications and research papers (a website used to look up, search for documents and information related to academics) In addition, we will gather statistics and information from reputable websites such as CafeF, Vietnamnet, Tuoi Tre, Bao Thanh Nien, and others 2.3.2 Primary data We collected data for this study using Google Forms We divided our group into two groups, each with two members in responsibility of collecting survey data We posted the survey form to the K26 and K27 Facebook groups with our target group of freshmen and sophomores at Ho Chi Minh University of Foreign Languages - Information Technology After the survey results are available, pick and choose which surveys were unsuccessful One of the group members is in charge of assessing the survey findings from 150 samples Yes/No questions, multiple choice questions, open questions, and level questions are all used in the survey questionnaire On a five-point likert scale, respondents responded to the level questions Our team creates a survey questionnaire based on students' opinions of the GrabBike service, how satisfied they are with the service, how they feel when using it, how frequently they use it, and a source of information for students to learn more about GrabBike When utilizing the service, whether or not the charges influence students, evaluate the service based on their own experience or external variables GrabBike is no longer a mysterious word in the Vietnamese market since it is a pioneer brand in technology embracing service Currently, as more and more powerful rivals emerge, GrabBike should concentrate on assessing client demands in order to develop appropriate methods for attracting customers Figure Data collection 2.4 Data analysis 2.4.1 Data Analysis Method We used a quantitative methodology in this study Quantitative research that is presented numerically and graphically, digitally recorded, and polled using closedended questions Our team will create a survey questionnaire with 25 questions using Google Forms to determine how satisfied students are using GrabBike Our team will collect 200 samples from freshmen and sophomores, from which 150 qualified samples will be chosen and statistical data analysis performed on those 150 samples We use graphs to illustrate the data to make the survey findings easier to interpret 2.4.2 Surveying Results We utilized a Google form to survey due to the impact of COVID-19 and a lack of time and personnel Following the poll, we will ask several questions to assess potential clients The graphs below show the findings after we eliminated the incorrect responses, resulting in 200 samples of all freshmen and sophomores at Ho Chi Minh City University of Foreign Languages - Information Technology’s Cao Thang campus Question 1: Do you know where to Grabbike? Figure Students' understanding of Grabbike through different forms using the same service Some of these customers are satisfied with this service, while others are not Therefore, Grabbike always improves service quality to meet the needs of consumers The offering of many promotions to attract customers as well as to be able to compete with other competitors Grabbike always offers promotions such as entering codes to get discounts, and hot deals every day, So with many promotions like this, it attracts many students, there are 58 students at the same time and 50 students agree with this item However, there were still some who chose to be neutral, 32 students, and a few who chose not to agree Among the neutral students, Grab needs to offer more attractive promotional packages, especially promotions for students Question 16-21: The rating item (totally disagree, disagree, neutral, agree, completely agree) is based on each question from 16 to 21 according to the quality of service provided by Grab Figure 11 The graph shows the students' evaluation of the quality of services offered by Grab Recently with the Covid-19 epidemic occurred in our country Starting a new normal life, everyone still follows the 5K rule to protect themselves and the community Drivers also always follow the rules, to avoid spreading the disease as well as protect the safety of customers With the item "Drivers comply with 5K rules during operation" the majority of students agree (69 students) and completely agree (71 students) With the item "All questions and complaints are always satisfactorily resolved" the majority of students agree in this section (65 students agree, 36 students completely agree), however up to 45 students have a "Neutral" opinion When there is a problem, every problem is always thoroughly resolved, however, there are still probably a few customer problems that are still not resolved in the right way leading to customer dissatisfaction The section "Willing to help customers deal with unexpected problems" has 68 students agree and 41 students strongly agree However, there were 41 students who chose "Neutral" Grab always has a customer care call center, when a customer has a problem that needs to be handled or complains about the quality of service, they can call the customer care switchboard, and all problems will be solved The price of each trip is displayed in advance, if the customer feels the price is reasonable, he will continue to book the car, and after completing the trip, the driver will inform the price of the trip displayed on the screen for payment That's why "The price quoted in advance coincides with the time of payment" There should be 64 students agree and 76 students who strongly agree with this item The majority of students agree with the item "Provide services as quickly as possible" with 76 students agreeing and 53 students strongly agreeing When customers use a service, Grab always provides it quickly, ensuring safety, convenience, and satisfying their desires And always listen to the opinions of customers to have the best improvements With the item "When it rains, it's still convenient to book a car" 65 students agree, 37 students completely agree and 38 students choose neutral Despite the fluctuating weather, bookings are still going well, just with some changes in the cost of the trip or the time to the pick up location The above factors can affect customers Question 22: Criteria for you to completely rate stars for the driver after each service use? With the survey question "Criteria for you to completely rate the driver stars after each use of the service?" The majority of students rated the driver as polite, cheerful, safe and careful driving, always on time, reasonable in price, and on the right route What students are most interested in in the driver is the attitude, The driver needs to have a cheerful, positive polite attitude that will make students happy when using the trip and the second equally important factor is safety and care Driving safely and carefully, Avoiding causing an accident is essential, so the driver always ensures the safety of customers When coming to Grab, drivers always follow the same rules, so that they have a clear understanding of legal compliance, safety, security and service standards they need Meeting the above criteria will help drivers know their responsibilities, improve their lives better, and motivate them to strive to dedicate themselves to bringing the best experience to customers If customers have a good experience, it will help them continue to use the service as well as become loyal customers of Grab Question 23: In your opinion, what are the reasons for students to choose a motorbike taxi company? “According to the Ministry of Industry and Trade, with a revenue of about 2.4 billion USD in 2021 and the average growth rate of about 30-35% per year in the period from 2015 to now, the online ride-hailing market (ride-hailing ) or "hailing technology" in Vietnam promises great potential, is likened to an "attractive cake", making domestic and foreign investors restless Experts all agree that The competition in the ridehailing market in Vietnam during and after COVID-19 becomes more and more fierce, not only in terms of service fees, but also in terms of quality and service diversification on the platform The competition in the online car-hailing market in the new normal period brings positive factors, bringing certain benefits to users, including riders and drivers Consumers will benefit more, the interests of consumers will be more secure”(Thiên Trường, 2022) As for students, this is actually a pretty perfect car booking application that brings many advantages to students For the question "In your opinion, what are the reasons for students to choose a motorbike taxi company?" Most of the reasons that students choose a technology car company are convenience, speed, safety, reasonable price, complete driver and vehicle information, polite driver style, and many vouchers promotion For traditional motorbike taxis, Grabbike is a great step forward in the transportation service industry Question 24: What you think Grabbike needs to to make students more aware? What you think Grabbike needs to to make students more aware? With this question, there are many opinions of students who suggested that Grab should advertise more such as promoting communication with Gen Z and adding more promotions, running ads in elevators, stairs or school gates , social media advertising, messaging, or student discounts In addition, some students think that Grab is always the choice when students need it, so there is no need to promote more advertising, or there are other students who think that Grab's PR on social networking platforms is too big but for now, everyone uses social networks Indeed, Grab has had a huge influence on students and others According to (Nguồn: Tổng hợp, n.d.) Grab does not have to spend a lot of money on loud ads, or billion-dollar campaigns, but only through "word of mouth" marketing and green uniforms appearing with dense frequency everywhere on the streets of cities big cities like Hanoi and Ho Chi Minh City Ho Chi Minh City is also enough to help Grab make a brand in the eyes of consumers “The company's social media promotion strategies are also evaluated professionally and methodically According to statistics, Grab has the best brand awareness thanks to its focus on exploiting the virality of Facebook and the strength of its brand strength of people who can lead the online community Grab is also very successful in optimizing brand identity with customers One of the tactics Grab uses is Visual Marketing - describing the exploitation of design elements, graphics, and images to achieve high efficiency in attracting "all eyes Grab has constantly changed and perfected itself to meet market needs and stay ahead of the competition This has created a big difference between Grab and other competitors, and is the "top of mind" in consumer behavior”(Nguồn: Tổng hợp, n.d.) 2.5 Problems and solutions 2.5.1 Problems Following a study of the survey results, we noticed many issues Customers who wish to use the must first install it on a Smartphone that is linked to the Internet As a result, persons who are unfamiliar with technology will find it difficult to install and utilize, particularly those without cellphones who cannot use the Grab program There are spots on the map that have not been updated, making it more difficult to discover and capture clients, prompting drivers to rush back and forth, but still not find the location of the customer standing Alternatively, many drivers continue to provide poor customer service, speaking and behaving aggressively Customers not wish to use GrabBike since its fees are currently higher than those of other carriers, and its incentives are more limited than those of competitors Also, the staff management is not close, many drivers declare themselves Grab and then raise the fare when transporting clients 2.5.2 Solutions We investigated the elements influencing student satisfaction with GrabBike at Ho Chi Minh City University of Foreign Languages - Information Technology through a survey of the target population The ease, safety, and quickness of the service are the reasons why students prefer GrabBike We also note that today's technological automobile firms are aggressively fighting with one another, in order to stand out and attract clients, GrabBike needs to have clear and rapid plans The following are ideas based on the responses we got, such as the need for more packages and incentives for consumers, as well as more investment in media advertising to attract clients Diversify and invest in service quality to fulfill consumers' requirements CHAPTER 3: RECOMMENDATIONS AND CONCLUSION 3.1 Recommendations Motorcycles are the most popular mode of transportation in Vietnam As a result, the development of technological cars is a lifesaver for many people, particularly students and other customer groups who require safe, rapid, and convenient modes of transportation In the metropolis of Ho Chi Minh City, the number of students has also increased As a result, students have an especially strong desire to use GrabBike To differentiate itself from the numerous other online ride-hailing services, GrabBike must first understand what variables impact students' decisions to utilize the service, and students must also understand which service is appropriate As a result, GrabBike must devise a suitable pricing plan in order to attract customers At the moment, new technology mobile taxis are continually opening, and they utilize a variety of discounts to attract users, prompting Grab to alter its own strategy GrabBike always utilizes this method, such as introducing more incentives, discount codes, or offering bonus points to GrabBike customers who pay using e-wallets Customers can use their reward points for various deals on GrabFood, GrabBike, GrabCar, and GrabExpress Furthermore, investing in marketing is a strategy to attract clients, such as launching brand promotion campaigns on platforms like Facebook, Tiktok, Instagram, and so on We may collaborate with tiktokers to generate viral clips that bring services closer to customers, especially during this period of rapid growth for Tiktok 3.2 Conclusion The research has focused on analyzing these factors on customer satisfaction with GrabBike at Ho Chi Minh City University Of Foreign Languages - Information Technology These aspects have been identified by our experts as pricing, promotion, and advertising Customer satisfaction with services is a component that a business must focus on and enhance in order to build trust with consumers or attract new customers to utilize the service According to the group study, pricing and promotions are always the variables that people pay attention to GrabBike has to create a clear strategy and program so that customers are not confused, and promotions should be strengthened to attract customers The brand's image must also be carefully invested in order to deliver the brand to all customers As a result, Grabbike should build, develop, and diversify vehicles in order to get closer to clients REFERENCES AI Retrieved (2022, February 23) Học từ chiến lược marketing Grab “thống trị” thị trường Marketing Retrieved from https://marketingai.vn/phan-tich-chien-luocmarketing-mix-cua-grab/ Anh Thư (2018), Chiến lược Marketing Mix giúp Grab chiếm “thượng phong” thị trường Việt Nam | Advertising Vietnam Retrieved from https://advertisingvietnam.com/chien-luoc-marketing-mix-giup-grab-vuot-mat-uberva-chiem-linh-thi-truong-dong-nam Arve, H., Nguyen, A T., & Luu, L K (2020) Commercializing the xe om: Motorbike Taxis, GrabBike, and Shared Mobilities in Hanoi In Sharing Mobilities: New Perspectives for the Mobile Risk Society (pp 154-171) Routledge Berry, L L., Seiders, K., & Grewal, D (2002) Understanding service convenience Journal of Marketing, 66(3), 1-17 ĐO, H T T., NGUYEN, L T., & PHAM, K N K (2021) CÁC YẾU TỐ ẢNH HƯỞNG ĐẾN QUYẾT ĐỊNH THAM GIA CHẠY GRAB BIKE CỦA SINH VIÊN TẠI TP HCM Journal of Science and Technology-IUH, 50(02) Fishbein, M (2008) Reasoned action, theory of The International Encyclopedia of Communication Grab Vietnam (2010) Grab The Everyday Everything App Grab Siêu Ứng Dụng Đa Dịch Vụ Hàng Đầu Grab VN Retrieved from https://www.grab.com/vn/ Grab Vietnam (2010) GrabBike – On-demand Motorcycle Ride Taxi Service GrabBike: Dịch vụ đặt xe máy theo yêu cầu Grab VN Retrieved from https://www.grab.com/vn/transport/bike/ Kotler, P (2001) Quản trị marketing, Vũ Trọng Hùng dịch Nhà xuất Thống kê, thành phố Hồ Chí Minh, 49 Linh, H P., & Jong-hak, E (2021) BỐI CẢNH HÌNH THÀNH VÀ NGUỒN NỘI LỰC TRONG PHÁT TRIỂN MƠ HÌNH GỌI XE CƠNG NGHỆ Ở VIỆT NAM 베베베 베베 LESTARINI, D., & DANIBRATA, A (2019) BRAND PERSONALITY TOWARD ATTITUDE AND BEHAVIORAL INTENTIONS VIA BRAND PERSONALITY APPEAL ON GRABBIKE Media Bisnis, 11(2), 111-122 Margaretta, E (2021) ANALISIS PERBANDINGAN KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN PADA TRANSPORTASI ONLINE (Studi pada Konsumen GrabBike dan Go-Ride) (Doctoral dissertation, Sekolah TInggi Ilmu Ekonomi Indonesia Jakarta) Nguồn: Tổng hợp (n.d.) 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Báo Lao động Retrieved from https://laodong.vn/tags/tai-xe-grab-bike-22059.ldo Thám, T Đ (2010) Bài giảng Kinh tế lượng Trường Đại Học Kinh Tế-Đại Học Huế Thiên Trường (2022, March 26) Cuộc đua tam mã Grab, Be, Gojek thị trường gọi xe công nghệ quy mô 2,4 tỷ USD Việt Nam Vietnambiz Retrieved from https://vietnambiz.vn/cuoc-dua-tam-ma-cua-grab-be-gojek-tren-thi-truong-goi- xe-cong-nghe-quy-mo-24-ty-usd-tai-viet-nam-202232616351967.htm Weber, A S (2016) The big student big data grab International Journal of Information and Education Technology, 6(1), 65 VnExpress Retrieved (2019, August 30) CEO Grab Việt Nam: 'Dùng công nghệ để kết nối cộng đồng' from https://vnexpress.net/ceo-grab-viet-nam-dung-cong-nghe-deket-noi-cong-dong-3970925.html APPENDIX A Personal information: Name: Number phone: Email: B Questionnaire survey: What year of student are you? a) Freshmen b) Sophomore c) Third-year d) Fourth-year Do you use Grabbike? a) Yes b) No By which means you know Grabbike? a) Facebook b) Friends c) Billboards on the street d) Others What is your main purpose for using Grabbike? a) Go to school b) Go to work c) Hang out d) Others Is the Grabbike app easy to use? a) Yes b) No How often you use the service? a) - times/month b) - times/month c) - times/month d) Over 10 times /month How long have you been using this service? a) - month b) - month c) - month d) Over year How you feel about the cost of the trip? a) Expensive b) Cheap c) Good price 10 Are you interested in the behavior of Grab drivers every time you use the service? a) Yes b) No 11 What points you like about Grabbike? a) The speed of the driver b) There are many vouchers c) Provide a variety of payment services d) A wide range of services to fully meet the needs of users For this item, please rate each question according to the EXACTLY PERFORMANCE OF THE SERVICE PROVIDED For each sentence, there are points to evaluate Please rate EXACTLY according to your feelings when using the GrabBike service (1) Totally disagree (2) Disagree (3) Neutral (4) Agree (5) Totally agree 12 13 14 15 16 The driver arrived on time Diverse payment methods: Cash, credit cards, ewallets, Driver "Receive passengers" / "Return passengers, end the trip" at the right place as required I get the same quality of service when using this service Many attractive promotional packages With this item, please rate each question according to SERVICE QUALITY For each sentence, there are points to evaluate Please rate EXACTLY according to your feelings when using the GrabBike service (1) Totally disagree (1) Disagree (2) Neutral (3) Agree (4) Totally agree 17 18 24 All questions and complaints are always satisfactorily resolved Willing to help customers deal with unexpected problems The price quoted in advance coincides with the time of payment Provide the fastest service 21 22 Drivers comply with the 5K rule during the operation 19 20 The driver helps the customer to carry the luggage off the bus When it rains, you can still book a car conveniently 24 Criteria for you to completely rate Stars for the driver after each use of the service ……………………………………………… 25 What you think Grabbike needs to to make students more aware? ……………………………………………… 26 In your opinion, what are the reasons for students to choose a motorbike taxi company? ……………………………………………… ... primary services in the Vietnamese market: GrabCar, GrabBike, GrabTaxi, and GrabExpress, in addition to other services such as JustGrab, GrabFood, and GrabShare Grab is increasingly confirming its position... of Communication Grab Vietnam (2010) Grab The Everyday Everything App Grab Siêu Ứng Dụng Đa Dịch Vụ Hàng Đầu Grab VN Retrieved from https://www .grab. com/vn/ Grab Vietnam (2010) GrabBike – On-demand... thị trường Marketing Retrieved from https://marketingai.vn/phan-tich-chien-luocmarketing-mix-cua -grab/ Anh Thư (2018), Chiến lược Marketing Mix giúp Grab chiếm “thượng phong” thị trường Việt Nam