How collaborative consumption effect customer satisfaction and the ride-hailing drivers' psychological well-being in Indonesia

IF 5.5 Q1 MANAGEMENT Asia Pacific Management Review Pub Date : 2024-12-01 DOI:10.1016/j.apmrv.2024.09.003

Muniaty Aisyah , Mohammad Nur Rianto Al Arif , Yuke Rahmawati , Dwi Nuraini Ihsan

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引用次数: 0

Abstract

Most governments imposed partial lockdowns during the Covid-19 pandemic, resulting in business shutdowns and employee layoffs, which caused economic difficulties, health issues, and mental illness. Many people in Indonesia thus became ride-hailing drivers to survive. This study uses Gojek's case to explore the effects of the collaborative consumption of ride-hailing services on customer satisfaction and drivers' psychological well-being during Covid-19. Using purposive sampling, 409 samples were analysed to assess drivers' motives, activities, resources and capabilities, customer ratings, and psychological conditions. Partial least squares analysis was used to analyse the direct and indirect effects among variables. This study found that motives, activities, and resources and capabilities directly affect drivers' psychological well-being, but only drivers' activities affect customer satisfaction. Customer satisfaction does not affect drivers' psychological well-being and is not an intervening variable for indirect effects. This study provides recommendations for how ride-hailing companies can ensure customer satisfaction and drivers' psychological well-being.

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来源期刊

Asia Pacific Management Review MANAGEMENT-

CiteScore

8.00

自引率

4.50%

发文量

期刊介绍： Asia Pacific Management Review (APMR), peer-reviewed and published quarterly, pursues to publish original and high quality research articles and notes that contribute to build empirical and theoretical understanding for concerning strategy and management aspects in business and activities. Meanwhile, we also seek to publish short communications and opinions addressing issues of current concern to managers in regards to within and between the Asia-Pacific region. The covered domains but not limited to, such as accounting, finance, marketing, decision analysis and operation management, human resource management, information management, international business management, logistic and supply chain management, quantitative and research methods, strategic and business management, and tourism management, are suitable for publication in the APMR.