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All Journal Jurnal Teknologi Informasi MURA Jurnal Teknologi Informasi Mura
Ellen Cipta Puthu Merinda
STMIK Jayakarta, Program Studi Sistem Informasi
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Other

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Bahasa Inggris Ellen Cipta Puthu Merinda; Rumadi Hartawan; Anton Zulkarnain Sianipar
Jurnal Teknologi Informasi Mura Vol. 18 No. 3 (2026): Jurnal Teknologi Informasi Mura SEPTEMBER
Publisher : LPPM UNIVERSITAS BINA INSAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32767/jti.v18i3.3278

Abstract

This study analyzes the Gojek platform work system from the perspective of driver partners using the PIECES Framework. The main issues examined include application performance, information clarity, economic impact, account security, work process efficiency, and support service quality. This study used a descriptive qualitative approach with a constructivist paradigm. Data were collected through observation, in-depth interviews with ten Gojek driver partners in Karawang Regency, documentation, and literature study. The data were analyzed through data reduction, data display, and conclusion drawing based on the six PIECES dimensions. The findings show that the Gojek platform supports driver partners through order acceptance, navigation, fare information, account security, and help center services. However, driver partners still face several problems, including system interruptions, unequal order distribution, inaccurate pickup points, fictitious orders, application deductions, paid programs, long merchant waiting times, and complaint handling that is not always fast. The novelty of this study lies in its integrated application of the six PIECES dimensions to examine the platform work system through the lived experiences of drivers partners, connecting technical and informational performance with economic conditions, control mechanisms, operational efficiency, and support services. These findings provide an evaluation basis for improving the platform work system to be more fair, stable, transparent, and responsive to the needs of driver partners.
Bahasa Inggris Ellen Cipta Puthu Merinda; Rumadi Hartawan; Anton Zulkarnain Sianipar
Jurnal Teknologi Informasi Mura Vol. 18 No. 3 (2026): Jurnal Teknologi Informasi Mura SEPTEMBER
Publisher : LPPM UNIVERSITAS BINA INSAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32767/jti.v18i3.3278

Abstract

This study analyzes the Gojek platform work system from the perspective of driver partners using the PIECES Framework. The main issues examined include application performance, information clarity, economic impact, account security, work process efficiency, and support service quality. This study used a descriptive qualitative approach with a constructivist paradigm. Data were collected through observation, in-depth interviews with ten Gojek driver partners in Karawang Regency, documentation, and literature study. The data were analyzed through data reduction, data display, and conclusion drawing based on the six PIECES dimensions. The findings show that the Gojek platform supports driver partners through order acceptance, navigation, fare information, account security, and help center services. However, driver partners still face several problems, including system interruptions, unequal order distribution, inaccurate pickup points, fictitious orders, application deductions, paid programs, long merchant waiting times, and complaint handling that is not always fast. The novelty of this study lies in its integrated application of the six PIECES dimensions to examine the platform work system through the lived experiences of drivers partners, connecting technical and informational performance with economic conditions, control mechanisms, operational efficiency, and support services. These findings provide an evaluation basis for improving the platform work system to be more fair, stable, transparent, and responsive to the needs of driver partners.
Co-Authors Anton Zulkarnain Sianipar Rumadi Hartawan