Fierce competition on ride-hailing applications in Indonesia encourages the development of the application that is not only reliable but also has to be customer-oriented. In the context of gig economy, customers consist of clients and gig workers. Lack of customer engagement can reduce competitiveness, images, and profit. In 2017, Indonesian Consumers Foundation exposed that 13 percent ride-hailing customer's disappointment was caused by the application. This research evaluated Electronic Customer Relationship Management (E-CRM) features in ride-hailing applications, and then found out if those affect electronic service quality (ESERVQUAL); in other words, it is about customers' perception. Data analysis was conducted using Partial Least Square Structural Equation Modelling (PLS-SEM) method with the total number of valid responses processed was 204 respondents. The results implied that navigation, privacy and security, online community, and customer service are the E-CRM features that are really needed by the customers. By knowing the results, the researchers want to show the asymmetry signal between the providers and customers' perception. Thus, it can lead providers to develop better E-CRM features in ride-hailing application and conquering the customers' dissatisfactions in the context of gig economy.