The research was themed “Industry Trends in Consumer Perceptions of Online Transportation and Logistics Services: Online Transportation and Logistics Prove to be Resilient in Economic Turmoil.”
In a statement received in Jakarta on Wednesday, Indef said that even though users have more than one online transportation and logistics app on their smartphones, Gojek is the brand with the highest level of consumer satisfaction.
The survey found that 82 percent of online transportation users chose Gojek, while 53 percent used Grab, 19.6 percent Maxim, and 4.9 percent used InDriver.
In the online logistics segment, the majority of micro, small, and medium enterprises (MSMEs) and online sellers also chose to use Gojek’s GoSend (64 percent), followed by Grab (42 percent), ShopeeXpress (28 percent), Lalamove (18.7 percent), AnterAja (10.9 percent), NinjaXpress (7.8 percent), and Deliveree (5.4 percent).
Indef research director Esther Sri Astuti Soeryaningrum said that the think tank carried out a study of online transportation and logistics services as the two sectors have strongly supported Indonesia's economic growth, especially in the digital economy.
The results of the survey showed that the online transportation and logistics industry remained fairly resilient, even in the midst of economic uncertainty and when mobility restrictions were at their peak during the COVID-19 pandemic.
"Demand for online transportation services tends to be stable and even increases after the easing of mobility restrictions as it is today, with consumers using the services at an average of 4–12 times per week," Soeryaningrum informed.
Changes in consumption patterns from offline to online, combined with improving mobility, are expected to increase the demand for online transportation and logistics in the future.
At present, online transportation has become a daily necessity that has been proven to increase productivity and make travel more efficient in terms of time and fuel costs.
"In fact, more than 56 percent of respondents also said that they would continue to use online transportation services even without promotions, and 60 percent of respondents said they would increase their use of online transportation as mobility begins to recover after the pandemic," Soeryaningrum said.
The survey also found that along with the increasing need for online transportation and online logistics services, consumer preferences for the two services have also shifted.
"Now aspects such as security and time efficiency are the main considerations for consumers. This situation has shifted from previously, when price affordability was the main purchasing factor," Soeryaningrum informed.
Online transportation users stated that service security is more important than affordability. On a scale of 1–4, respondents' gave the highest score of 3.59 for the safety aspect, 3.50 for service quality (driving comfort and ease of use of applications), and 3.49 for services that support productivity.
Meanwhile, for online logistics services, online sellers prioritized service quality, especially the speed of delivery. Respondents' gave the highest score of 3.59 for service quality (ease of use of the application), 3.52 for service quality (efficient service), and 3.36 for service security (safe delivery, insurance, and hygienic delivery of goods).
Ranked against indicators in the online transportation and logistics industries, Gojek was the only platform that managed to achieve a higher level of user satisfaction than other players as well as the industry average.
The research was conducted by Indef in the August–September 2022 period through a survey of online transportation users and online traders as consumers of online logistics.
The survey covered 2,310 online transportation users in 5 major cities in Indonesia, namely Jabodetabek (Greater Jakarta), Bandung, Palembang, Bali, Yogyakarta, and Palembang.
Meanwhile, the online logistics survey covered 1,155 online sellers, or those who primarily use social media to sell their goods, in Jabodetabek, Bandung, and Surabaya.
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Translator: Citro A, Azis Kurmala
Editor: Sri Haryati
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