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

IF 5.6 Q1 MANAGEMENT Asia Pacific Management Review Pub Date : 2024-12-01 Epub Date: 2024-09-26 DOI:10.1016/j.apmrv.2024.09.003

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

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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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印尼协同消费如何影响顾客满意度和网约车司机的心理健康

在新冠肺炎大流行期间，大多数政府都实施了部分封锁，导致企业关闭和员工裁员，从而引发了经济困难、健康问题和精神疾病。因此，许多印尼人成为网约车司机以求生存。本研究利用Gojek的案例探讨了Covid-19期间网约车服务的协同消费对客户满意度和司机心理健康的影响。使用有目的的抽样，409个样本进行分析，以评估司机的动机、活动、资源和能力、客户评级和心理状况。采用偏最小二乘法分析变量间的直接和间接影响。本研究发现动机、活动、资源和能力直接影响司机的心理健康，但只有司机的活动影响顾客满意度。顾客满意度不影响司机心理健康，也不是间接影响的干预变量。本研究为网约车公司如何确保客户满意度和司机心理健康提供了建议。

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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.