TY - GEN
T1 - Examining GOJEK Drivers' Loyalty
T2 - 5th International Conference on Informatics and Computing, ICIC 2020
AU - Azzahro, Fatimah
AU - Adil, Muhammad Aulia
AU - Fathurrahman, Arya
AU - Sectianri, Athifah Fidelia
AU - Halimah, Nabila Laili
AU - Hidayanto, Achmad Nizar
AU - Yohanes, Adhi Yuniarto Laurentius
N1 - Funding Information:
ACKNOWLEDGMENT We want to convey our gratitude to the University of Indonesia for the Grant PUTI Proceedings, grant No. NKB-755/UN2.RST/HKP.05.00/2020.
Publisher Copyright:
© 2020 IEEE.
Copyright:
Copyright 2021 Elsevier B.V., All rights reserved.
PY - 2020/11/3
Y1 - 2020/11/3
N2 - The emerging ride-hailing services providing services to 60.7 million customers daily has, in aggregate, become a US$5, 261 million industry in Indonesia. Such a flourishing industry is being overpowered by two companies, GOJEK and GRAB. Most research is focused on how to maintain and gain more customers in ride-hailing companies while forgetting that drivers are as essential as customers in the industry. This paper aims to understand GOJEK drivers' loyalty toward the company, by examining the role of partnership and service quality provided by GOJEK for them. The study uses a quantitative approach to 150 respondents and then analyze the data using PLS-SEM. The study shows that partnership has a significant influence on trust, service quality, and driver satisfaction towards the company. Meanwhile, trust and satisfaction have a significant direct effect on loyalty. Thus, to improve drivers' loyalty, GOJEK needs to strengthen its partnership with drivers and provide better service quality for them.
AB - The emerging ride-hailing services providing services to 60.7 million customers daily has, in aggregate, become a US$5, 261 million industry in Indonesia. Such a flourishing industry is being overpowered by two companies, GOJEK and GRAB. Most research is focused on how to maintain and gain more customers in ride-hailing companies while forgetting that drivers are as essential as customers in the industry. This paper aims to understand GOJEK drivers' loyalty toward the company, by examining the role of partnership and service quality provided by GOJEK for them. The study uses a quantitative approach to 150 respondents and then analyze the data using PLS-SEM. The study shows that partnership has a significant influence on trust, service quality, and driver satisfaction towards the company. Meanwhile, trust and satisfaction have a significant direct effect on loyalty. Thus, to improve drivers' loyalty, GOJEK needs to strengthen its partnership with drivers and provide better service quality for them.
KW - Drivers
KW - Loyalty
KW - Partnership
KW - Ride-hailing services
KW - Service quality
KW - Trust
UR - http://www.scopus.com/inward/record.url?scp=85099305439&partnerID=8YFLogxK
U2 - 10.1109/ICIC50835.2020.9288612
DO - 10.1109/ICIC50835.2020.9288612
M3 - Conference contribution
AN - SCOPUS:85099305439
T3 - 2020 5th International Conference on Informatics and Computing, ICIC 2020
BT - 2020 5th International Conference on Informatics and Computing, ICIC 2020
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 3 November 2020 through 4 November 2020
ER -