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

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.