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All Journal INSTALL: Information System and Technology Journal
Bie, Kalistowen
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Computer Science & IT Decision Sciences, Operations Research & Management Education

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Journal : INSTALL: Information System and Technology Journal

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Measuring and Managing Go-Jek Driver Delivery Quality with COBIT Framework Bie, Kalistowen; Suliana, I Made; Azmi, Muhammad; Sabrila, Trifebi Shina; Latif, Abdul; Lindawati, Ratna
INSTALL: Information System and Technology Journal Vol 1 No 2 (2024): INSTALL : Information System and Technology Journal
Publisher : LPPM Universitas Sari Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33859/install.v1i2.801

Abstract

This research explores methods and strategies to more effectively measure and manage the delivery quality performed by Gojek drivers. In the digital era, app-based transportation services like Gojek have become an integral part of society. Ensuring high delivery quality requires a deep understanding of influencing factors such as timeliness, condition of goods, and customer satisfaction. By leveraging technology and data analysis, Gojek can identify areas needing improvement and implement appropriate solutions. This study uses the COBIT 5 framework to assess and enhance delivery quality. The findings indicate that the IT governance maturity level of Gojek in the EDM 02 and DSS 03 domains is at level 3 (Established). However, there is a gap that needs to be addressed to reach the desired level of 5 (Optimizing). Recommendations are provided to bridge this gap by implementing consistent standard processes across the company.
Co-Authors Abdul Latif Lindawati, Ratna Muhammad Azmi, Muhammad Sabrila, Trifebi Shina Suliana, I Made