Correlates of Online Transport Drivers’ Service Literacy: Service Resilience, Organizational Citizenship Behavior, and Sensation-Seeking
DOI:
Abstract Views:
818 times
PDF - Full Text Downloads:
477 times
Abstract
Besides being of benefit, online transport services in Indonesia also receive complaints from customers. It is not surprising that online transport service businesses have striven to improve their services by introducing electronic features, which are hoped to be able to improve feelings of being safe and comfortable, amongst users. This research assumes that the increases in electronic features are necessary, but insufficient. These features need to be supplemented by the service literacy of the driver/riders. The goal of this research is to attempt to test correlational hypotheses concerning the relationships between the three psychological variables, service resilience, organizational citizenship behavior and sensation-seeking; and service literacy. The research, conducted with 272 driver/riders (255 males, 17 females; Mage = 32.8 years old, SDage = 8.028 years) of online motorcycle taxis (ojek), indicated that those hypotheses were supported by empirical data.
Downloads
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Articles published in ANIMA are licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful, non-commercial purpose in any medium, provided you give appropriate credit to ANIMA and the original Author(s), link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
Copyright on articles is retained by the respective Author(s), without restrictions. A non-exclusive license is granted to ANIMA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
By publishing in ANIMA, Author(s) grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International license.
