Online Driver Crisis In Dealing With Customers In Yogyakarta During Pandemic Year 2020-2021

Abstract

The Covid-19 pandemic situation in early 2020 was experienced by almost all regions in the world, including Indonesia. The pandemic has a vast impact on the life of the country's economy, especially in terms of transportation services for people, including online motorcycle application-based services, which have a smaller scope than other public transportation. The purpose of this paper is to describe the crisis that occurs in drivers for services provided amid a pandemic situation with various binding rules related to the limitation of human movement from one place to another, which can even lead to crowds. The method used in searching for data was conducting in-depth interviews with several online motorcycle drivers and group discussions to dig deeper into information. The result obtained from this research was that the best service should be the primary goal given to customers even though the rules and regulations during the  Large-Scale Social Restrictions (PSBB) period bind online motorcycle drivers. The application-based assessment also has good results and can improve the performance of drivers. However, more services from the humanist side can provide other value to customers.