Kualitas Layanan Ojek Online dalam Sistem Gig Ekonomi: Systematic Literature
DOI:
https://doi.org/10.30640/trending.v4i3.7277Keywords:
Algorithmic management, Gig workers, Performance, Platform work, Work engagementAbstract
The development of digital platforms has driven the emergence of the gig economy, transforming work mechanisms in app-based transportation services, including online motorcycle taxis. This system provides flexibility for workers and convenience for consumers; however, factors influencing service quality within the gig ecosystem require comprehensive investigation. This study aims to analyze the factors affecting online motorcycle taxi service quality within the gig economy system. The research employed a Systematic Literature Review (SLR) method using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach. Article selection was conducted through the Watase UAKE platform on Scopus-indexed publications, with 107 initial articles identified and 20 articles selected based on inclusion criteria for qualitative descriptive analysis. The findings indicate that service quality is influenced by algorithmic management, work engagement, platform fairness and transparency, incentive and compensation systems, as well as workers’ adaptability to the digital environment. Service quality is not solely determined by driver competence but also by platform governance that enhances worker motivation, engagement, and perceptions of fairness. This study highlights the importance of integrating technology, human resource management, and worker well-being to support sustainable improvements in gig economy service quality.
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