Ma. Janice J. Gumasing
ABSTRACT
Due to the high demand for transportation in the Philippines, commuters use Transport Network Vehicle Service (TNVS) apps, which are “ride-sharing” or “app-based ride-hailing services”, as an option to travel from one point to another. This paper aims to assess the usability of three TNVS apps available in the Philippines: Grab, Angkas, and JoyRide, using the System Usability Scale (SUS) and satisfaction rating with the criteria: functionality, accessibility, design, content, and organization. Slovin's formula was employed to obtain the minimum number of respondents. In addition, ANOVA was utilized to determine the significant difference among the three apps and Tukey's test to determine the substantially distinct app. The results revealed that Grab outperformed Angkas and JoyRide based on the analysis and post-hoc tests conducted on the system usability scale scores and satisfaction rating categories: functionality, design, and content. Therefore, the results concluded that Grab was the most usable app for transportation, followed by Angkas and JoyRide as the least usable for transportation. With these and the other significant variables analyzed in the research, the overall result may be of great help in providing insights to Grab on how they are performing in the Philippine market and on what factors they should concentrate on improving their influence in terms of mobile technology and services. The researchers recommend that an increase in respondents who have experienced riding all TNVS apps, a different research setting, and another set of TNVS apps be used for further research, as these could give light to various perspectives and more accurate results.
- Paronda, A. G., Regidor, J. R., & Gaabucayan-Napalang, S. (2017). An Exploratory Study on Uber, GrabCar, and Conventional Taxis in Metro Manila. Sustainable Built Design.Google Scholar
- Napalang, M. S. G., & Regidor, J. R. F. (2016). Innovation versus regulation: An assessment of the Metro Manila experience in emerging ridesourcing transport services. Journal of the Eastern Asia Society for Transportation Studies, 12, 343–355. 10.11175/easts.12.343Google Scholar
- Luna. (2022). Jeepney routes reopened as Metro Manila struggles with transport shortage. Philstar.Google Scholar
- Ramos, M. S. (2022). Metro transport woes worsen as Christmas nears. Inquirer News.Google Scholar
- Nielsen, J. (2012). Usability 101: Introduction to Usability. Nielsen Norman Group. Google Scholar
- Nielsen, J. (2010). What Is Usability? User Experience Re-Mastered, 3–22. Google Scholar
- Swaid, S., & Suid, T. (2017). Usability Heuristics for M-Commerce Apps. Research Gate. 2017 International Conference on Applied Human Factors and Ergonomics, Los Angeles, California. Google Scholar
- Nimbalkar, N. (2020). Top Features for Transportation App Development. Customer Think. Google Scholar
- Soegaard, M. (2020). Usability: A part of the User Experience. The Interaction Design Foundation. Google Scholar
- Oplas, B., Jr. (2020). TNVS and transport competition. BusinessWorld Online. Google Scholar
- Cordero, T. (2022). LTFRB to deploy ‘mystery riders’ amid excessive fares complaint | News |. GMA News Online. Google Scholar
- Lee, L. D. D. (2018). Comparative market and industry analysis of traditional taxi services and transportation network vehicle services in Metro Manila. Philippine Management Review, 25, 1–26. Google Scholar
- Roquel, K. I. D., Aranguren, M. A. G., Candelaria, J. D. L., De Guzman, F. L., & Sia, A. F. (2021). Impact of the COVID-19 Pandemic on the Operations of Transportation Network Vehicle Services (TNVS) in Metro Manila. National Center for Transportation Studies. Google Scholar
- German, J. D., & Cabacungan, A. D. H. (2021). Customer awareness and satisfaction analysis on the use of motorcycle taxi applications in the Philippines. 2021 IEEE 8th International Conference on Industrial Engineering and Applications (ICIEA). 10.1109/iciea52957.2021.9436717Google ScholarCross Ref
- Gumasing, M. J. J., Vasquez, A. B., Doctora, A. L. S., & Perez, W. D. D. (2022). Usability Evaluation of Online Learning Management System: Comparison between Blackboard and Canvas. 2022 the 9th International Conference on Industrial Engineering and Applications (Europe). 10.1145/3523132.3523137Google Scholar
- Gallavin, G. (2014). System Usability Scale (SUS): Improving Products Since 1986. Digital.gov.Google Scholar
- Hussain, A., Mkpojiogu, E. O. C., Jama Isse, A., & Mohammed, R. A. (2018). Grab mobile application: A usability evaluation. AIP Conference Proceedings, 2016(1). 10.1063/1.5055456Google Scholar
- Duong, V. (2022). Case Study: How Grab Becomes A Super App? Savvycom Communication Intelligence. Google Scholar
- Enriquez, E. (2022). 3 Ride-Hailing Apps In The Philippines That Help You Get Around Comfortably Amidst Heavy Traffic. TheSmartLocal Philippines - Travel, Lifestyle, Culture & Language Guide.Google Scholar
- Maramara, K. (2022). No Angkas, JoyRide, Grab? Netizens Are Disappointed. 8List.ph.Google Scholar
- Tupas, E. (2022). JoyRide overcharged passengers – LTFRB. Philstar.com. Google Scholar
- Enigmango. (2022). Got bad experience w…. Reddit.Google Scholar
- Sanghani, P. (2021). 15 Mobile App Design Best Practices. ThoughtSpot.Google Scholar
- Zahabia. (2021). The Importance Of Content In Apps. GKMIT.Google Scholar
- Pagkatotohanan, J. (2022). Ride-Hailing Alternatives to Grab in the Philippines. MoneyMax.ph. Google Scholar
- Grab. (2019). 7 years of Grab in Southeast Asia: Grab announces significant milestones across its super app services. Grab PH.Google Scholar
- Rey, A. (2021). George Royeca is Angkas’ new CEO. RAPPLER. Google Scholar
- Glushko, R. J. (2020). The Discipline of Organizing (4th ed.). University Of California Press. Google Scholar
- Babich, N. (2018). A Comprehensive Guide To Mobile App Design. Smashing Magazine.Google Scholar
- Santos, M. (2019). A Simple Guide on How to be a JoyRide PH Rider. TeknoGadyet. Google Scholar
- Smith, A. (2017). Usability First — Why Usability Design Matters to UI/UX Designers. Medium. Google Scholar
- Grab. (2016). Report Shows Grab Driving Positive Impact for Its Passengers and Drivers. Grab ID.Google Scholar
- Grab. (2021). Grab Philippines continues to empower its merchant-partners with new insights, tools, and solutions. Grab PH. Google Scholar
- Yeo, S. (2022). A deep dive into Grab's approach to app design. Techinasia.Google Scholar
- Statista. (2023). SEA: most used ride-hailing apps by country 2021. Statista. Google Scholar
- Eslabra, J. (2022). Designing App Interfaces: 6 Tips for a Smashing User Experience. Appetiser: Web and Mobile App Development Melbourne, Australia. Google Scholar
- Schroder, C. (2022). How Grab Used Customer Insights To Get Ahead. Latana.com. Google Scholar
Index Terms
- The Usability of Transport Network Vehicle Service Apps Amidst the Pandemic in the Philippines: A Comparison of the Convenient Usage of Grab, Angkas, and JoyRide
Recommendations
Tailoring mobile apps for safe on-road usage: how an interaction concept enables safe interaction with hotel booking, news, Wolfram Alpha and Facebook
AutomotiveUI '15: Proceedings of the 7th International Conference on Automotive User Interfaces and Interactive Vehicular ApplicationsThis paper presents an automotive interaction concept called GetHomeSafe that allows drivers to book hotels, browse news and use both Wolfram Alpha and Facebook safely during driving. GetHomeSafe includes a natural speech dialog system and a graphical ...
Compliance of Blood Donation Apps with Mobile OS Usability Guidelines
The aim of this paper is to employ the guidelines of Android, iOS, Blackberry and Windows Phone to analyze the usability compliance of free blood donation (BD) apps. An analysis process based on a systematic review protocol is used to select free BD ...
Usability guideline for mobile learning apps: an empirical study
Mobile learning is creating new opportunities for learning anywhere, anytime and, as a result, a number of mobile learning apps are being developed to take advantage of this. Owing to the nature of mobile devices, such as small screen size, limited ...
Comments