Indonesian Journal of Cultural and Community Development
Vol 15 No 2 (2024): June
Community Education Development Articles

Innovation Of The Use Of Live Chat Agent Services For Shopeefood Drivers In Responding To Reports
Inovasi Penggunaan Layanan Agen Live Chat Pada Driver Shopeefood Dalam Menanggapi Laporan


  • Muhammad Waladan Amin Arba Dzulhijjah *,
  • Didik Hariyanto
Muhammad Waladan Amin Arba Dzulhijjah
Universitas Muhammadiyah Sidoarjo, Indonesia *
Didik Hariyanto
Universitas Muhammadiyah Sidoarjo, Indonesia

(*) Corresponding Author
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijccd.v15i2.1179
Published June 5, 2024
Keywords
  • Online Food Delivery,
  • Driver Acceptance,
  • Innovation,
  • Communication,
  • Educational Strategies
How to Cite
Dzulhijjah , M. W. A. A., & Hariyanto , D. (2024). Innovation Of The Use Of Live Chat Agent Services For Shopeefood Drivers In Responding To Reports. Indonesian Journal of Cultural and Community Development, 15(2). https://doi.org/10.21070/ijccd.v15i2.1179

Copyright (c) 2024 Muhammad Waladan Amin Arba Dzulhijjah , Didik Hariyanto

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

General Background: The rise of online food delivery services has transformed consumer behavior and operational dynamics within the food industry, particularly in Indonesia, which ranks high in Gross Merchandise Value (GMV) for such activities. Specific Background: Shopee's introduction of the ShopeeFood service, relying on driver partners for deliveries, has highlighted challenges faced by drivers in maintaining productivity amidst various operational obstacles. Knowledge Gap: Despite the critical role of driver partners, there is limited research on their acceptance of innovative support services, such as live chat agent assistance, and how this acceptance affects their performance. Aims: This study aims to explore drivers' perspectives on the acceptance of live chat agent services, utilizing the Diffusion of Innovation theory to understand their behavioral and communication patterns. Results: Findings reveal that the acceptance of the innovation is hindered by factors such as technological understanding, generational differences, education levels, and the effectiveness of communication channels. Furthermore, inadequate educational outreach and information dissemination by the company at the regional level contribute to the slow adoption of the service among drivers. Novelty: This research provides insights into the specific barriers to innovation acceptance within the driver community, highlighting the need for tailored educational strategies. Implications: The study underscores the importance of addressing these barriers to enhance driver productivity and optimize the implementation of innovative support services in the food delivery sector.

Highlights: 

  1. Driver Productivity: Challenges faced by drivers impact their ability to maintain productivity in the food delivery service.
  2. Innovation Barriers: Factors such as technology understanding and communication effectiveness hinder acceptance of live chat agent services.
  3. Educational Outreach: Inadequate training and information dissemination contribute to the slow adoption of innovative support services among drivers.

Keywords: Online Food Delivery, Driver Acceptance, Innovation, Communication, Educational Strategies

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