IS E-SERVICE QUALITY REQUIRED TO DEVELOP CUSTOMER SATISFACTION (CASE STUDY : GRAB INDONESIA IN BANDUNG) Ceppy Trian Sudrajat, and Moch. Adib Sutan
Universitas Pendidikan Indonesia, Jl. Setiabudhi No. 229 Bandung 40154
Abstract
Online transporatation service, a disruption phenomenon in Indonesia. Grab Indonesia as one of company provides online transportation tries to maintain its service to be positive, so that customer will stay choose online transportation as main option. Customer satisfaction is one of the most important thing in online transportation business to survive. One of factor that effect customer satisfaction is e-service quality. E-service quality gives positive towards customer satisfaction. Respondent in this research are Grab bike customer in Bandung. Metods conducted in this research is descriptive survey. Hypothesis in this research is there is a positive effect of e-service quality towards customer satisfaction. To measure te e-service quality effect towards customer satisfaction regression analysis is conducted. The research result is that there is a positive effect of e-service quality towards customer satisfaction. Grab Indonesia should optimalize and directed e-service quality to get customer satisfaction.
