ABSTRACT
Online transportation service has become a disruption phenomenon in Indonesia. Grab Indonesia, one of the transportation companies providing online transportation, tries to maintain its service to attract loyal customers to choose online transportation as their main option. Customer satisfaction is one of the most important things in the online transportation business to survive. One of the factors that affects customer satisfaction is e-service quality, which is positive towards customer satisfaction. This study used a descriptive survey administered to Grab bike customers in Bandung. The hypothesis in this research is that there is a positive effect of e-service quality towards customer satisfaction. Data were analyzed using regression analysis to measure the e-service quality effect on customer satisfaction. The results show that there is a positive effect of e-service quality on customer satisfaction. Thus, Grab Indonesia should optimize and direct e-service quality to get customer satisfaction.
