Ride-Hailing Application (RHA) Drivers and Passengers in Jakarta

This study examines the resilience and structural vulnerabilities of Jakarta's ride-hailing ecosystem during the COVID-19 pandemic and investigates the interdependent relationship between two core stakeholder groups – drivers and passengers. The authors draw upon a mixed-method approach and conducted a qualitative content analysis of survey responses from 453 drivers and 538 passengers, supplemented by word cloud visualizations and sentiment analysis. Results reveal a pronounced “perception gap” between drivers and passengers and show systemic tensions in platform governance. Passengers, particularly women, emphasized safety and service quality, whereas drivers expressed significant concerns regarding economic precarity, hostile passenger behaviour, and payment disputes, raising critical issues about digital labor rights. The pandemic acted as a stress test, exacerbating pre-existing ecosystem vulnerabilities such as inequitable governance practice and inadequate social safety nets for gig workers. This study concludes that collaborative strategies between government, platform companies, and other stakeholders will be necessary to strengthen Jakarta's transportation sector and build resilience in the face of future disruptions.