ࡱ> 352[!^bjbj DΐΐKvv8  0fhhhhhh$2 ff%R08v :!ABSTRACT This research is motivated by the transformation in terms of transportation over the last two years in Indonesia, it is also due to the influence of modern technological developments. This can be seen with their online-based transport modes on the major cities in Indonesia. One of the online transport that are popular in Bandung is GrabCar. GrabCar is transportation that provides a solution for the people in the era of the millennial generation today. The era of the millennial generation is the generation that is critical and also have a good knowledge of the safe use of mobile applications in transaction digitally. This study aims to determine the quality of service to customer satisfaction GrabCar Bandung. Based on the type of research, this study included research into this type of causality. The sampling technique in this research is purposive sampling technique and the sample size of this study were 100 respondents to customers domiciled in Singapore and have been using the service GrabCar at least 2 times in Bandung. The total sample of respondents is distributed randomly in Bandung area is divided into five regions, namely East Bandung, West Bandung, Bandung North, South and Central Bandung Bandung. Then, for data analysis used descriptive analysis and multiple linear regression analysis to test the hypothesis using test f and test t. Respondents on service quality to customer satisfaction GrabCar Bandung is good. Customer satisfaction based on descriptive analysis showed both categories. F simultaneously test showed a significant influence on customer satisfaction. The t-test results show there is 1 subvariable that significantly namely Tangible, while subvariable Reliability, Responsiveness, Assurance and Empathy not significant. The coefficient of determination indicates that the variable quality of service has an influence on customer satisfaction and the rest influenced by other factors not examined in this study, such as pricing. Keywords: Quality of Service (Reliability, Responsiveness, Assurance, Empathy and Tangible), User Satisfaction, GrabCar Bandung.     vi    JKLNOQRTUWY[\]^ûhU9hZhc_&hjhUhyShBJ6hyShyS6CJOJQJaJhySCJOJQJaJhyS56CJOJQJaJ"hyShyS56CJOJQJaJ   b JKMNPQSTVWZ[\]^$a$ dgdZ dgdyS $da$gdyS $da$gdySB00P1h:pZ. A!"#$% Dpj 666666666vvvvvvvvv666666>6666666666666666666666666666666666666666666666666hH6666666666666666666666666666666666666666666666666666666666666666662 0@P`p2( 0@P`p 0@P`p 0@P`p 0@P`p 0@P`p 0@P`p8XV~ OJPJQJ_HmH!nH!sH!tH!J`J ySNormal dCJ_HaJmH!sH!tH DA D Default Paragraph FontRiR 0 Table Normal4 l4a (k ( 0No List 44 Z0Header  B#:: Z0 Header Char CJaJtH 4 @4 Z0Footer  B#:!: Z0 Footer Char CJaJtH PK![Content_Types].xmlj0Eжr(΢Iw},-j4 wP-t#bΙ{UTU^hd}㨫)*1P' ^W0)T9<l#$yi};~@(Hu* Dנz/0ǰ $ X3aZ,D0j~3߶b~i>3\`?/[G\!-Rk.sԻ..a濭?PK!֧6 _rels/.relsj0 }Q%v/C/}(h"O = C?hv=Ʌ%[xp{۵_Pѣ<1H0ORBdJE4b$q_6LR7`0̞O,En7Lib/SeеPK!kytheme/theme/themeManager.xml M @}w7c(EbˮCAǠҟ7՛K Y, e.|,H,lxɴIsQ}#Ր ֵ+!,^$j=GW)E+& 8PK!Ptheme/theme/theme1.xmlYOo6w toc'vuر-MniP@I}úama[إ4:lЯGRX^6؊>$ !)O^rC$y@/yH*񄴽)޵߻UDb`}"qۋJחX^)I`nEp)liV[]1M<OP6r=zgbIguSebORD۫qu gZo~ٺlAplxpT0+[}`jzAV2Fi@qv֬5\|ʜ̭NleXdsjcs7f W+Ն7`g ȘJj|h(KD- dXiJ؇(x$( :;˹! I_TS 1?E??ZBΪmU/?~xY'y5g&΋/ɋ>GMGeD3Vq%'#q$8K)fw9:ĵ x}rxwr:\TZaG*y8IjbRc|XŻǿI u3KGnD1NIBs RuK>V.EL+M2#'fi ~V vl{u8zH *:(W☕ ~JTe\O*tHGHY}KNP*ݾ˦TѼ9/#A7qZ$*c?qUnwN%Oi4 =3ڗP 1Pm \\9Mؓ2aD];Yt\[x]}Wr|]g- eW )6-rCSj id DЇAΜIqbJ#x꺃 6k#ASh&ʌt(Q%p%m&]caSl=X\P1Mh9MVdDAaVB[݈fJíP|8 քAV^f Hn- "d>znNJ ة>b&2vKyϼD:,AGm\nziÙ.uχYC6OMf3or$5NHT[XF64T,ќM0E)`#5XY`פ;%1U٥m;R>QD DcpU'&LE/pm%]8firS4d 7y\`JnίI R3U~7+׸#m qBiDi*L69mY&iHE=(K&N!V.KeLDĕ{D vEꦚdeNƟe(MN9ߜR6&3(a/DUz<{ˊYȳV)9Z[4^n5!J?Q3eBoCM m<.vpIYfZY_p[=al-Y}Nc͙ŋ4vfavl'SA8|*u{-ߟ0%M07%<ҍPK! ѐ'theme/theme/_rels/themeManager.xml.relsM 0wooӺ&݈Э5 6?$Q ,.aic21h:qm@RN;d`o7gK(M&$R(.1r'JЊT8V"AȻHu}|$b{P8g/]QAsم(#L[PK-![Content_Types].xmlPK-!֧6 +_rels/.relsPK-!kytheme/theme/themeManager.xmlPK-!Ptheme/theme/theme1.xmlPK-! ѐ' theme/theme/_rels/themeManager.xml.relsPK] ^ ^ ^ 8@0(  B S  ? acnr&+IJKKMMNNPQSTVY\_ acIKKMMNNPQSTVWY\_ acknJKKMMNNPQSTVY_c_&BJySyrZU9KM@^x@UnknownG*Ax Times New Roman5Symbol3. *Cx Arial7.@ CalibriA BCambria Math"1hmRRYR<<!n0GG2QHP $PyS2!xxmcmcOh+'0L    ,4<DmcNormalmc3Microsoft Office Word@0@G@<՜.+,0 hp|  G  Title  !#$%&'()+,-./014Root Entry F@VD6Data  1TableWordDocumentDSummaryInformation("DocumentSummaryInformation8*CompObjy  F'Microsoft Office Word 97-2003 Document MSWordDocWord.Document.89q