Communication Patterns Between Companies and Female Drivers Pre- and Post-COVID-19 Pandemic: Evidence from Indonesia

Abstract

This study aimed to investigate the conditions of Indonesian female drivers in the ride-hailing industry pre- and post-COVID-19 pandemic, focusing on communication patterns between companies in response to changes related to female drivers during these periods. The pandemic has significantly impacted many industries, including ride-hailing, with female drivers being disproportionately affected. Moreover, the pandemic has exacerbated existing workforce challenges for them, such as childcare responsibilities and limited access to transportation. Semistructured interviews with 12 female drivers were conducted in Bandung, Indonesia from March to October 2023. They were asked open-ended questions about their experiences and perspectives regarding their working conditions before and after the pandemic. The results showed that before the pandemic, female drivers faced harsh working conditions, including a higher order cancellation rate than their male counterparts due to social gender stereotypes. After the pandemic, these challenges persisted. They experienced income loss and encountered several abusive customers. Unfortunately, neither the companies nor the government provided adequate support in any of these circumstances. Even though companies have taken steps to protect drivers from coronavirus infection, they have maintained a monopoly and a gender discrimination policy. They have not been transparent about the order allocation system, income deductions, or the criteria for incentive points.

Keywords:

• Communication patterns
• COVID-19 pandemic
• female drivers
• ride-hailing industry

Acknowledgements

We are grateful to the Directorate of Research and Community Service at Telkom University for their financial support for this research provided under the basic research scheme. We are also beholden to the informants we interviewed, who have provided data and information to us.

Disclosure statement

No potential conflict of interest was reported by the author(s).