Rahmah Yuni Pengarang

Unsatisfied customers in the service quality of company will lead to the customers' complaints or share their problem to the company. Then, PT. Gojek should be creating a good strategy to handle the complaints. To creating a good strategy, the customer care of PT. Gojek Indonesia has been adopted public relations strategies such as research, action, communication and evaluation (RACE). With using RACE strategy, it helps the customer care of PT. Gojek Indonesia to improve their quality of services and also their customer satisfaction. Even though the strategy already made, it is still a potential obstacles from individual to organizational are suddenly come up to ruin the individual or organizations activity. However, there are several suggestions that may withdraw as an input for the development of the company. This research is a qualitative descriptive. The data were gathered by using case study and addition data from in-depth interview. The informants are from the supervisor and employee of PT. Gojek Indonesia in their office; and 3 customers who already complained to the PT. Gojek customer care.