PENGARUH SERVICE EXCELLENCE, ETIKA KERJA, DAN WORKLIFE BALANCE TERHADAP KINERJA DRIVER GOJEK DI KOTA TASIKMALAYA

Abstract

ABSTRAK

Persaingan layanan transportasi online yang semakin ketat menuntut driver Gojek memiliki kinerja yang optimal melalui pelayanan prima, etika kerja yang baik, serta kemampuan menjaga keseimbangan antara pekerjaan dan kehidupan pribadi. Meskipun berbagai penelitian telah mengkaji faktor-faktor yang memengaruhi kinerja karyawan, penelitian yang menganalisis pengaruh service excellence, etika kerja, dan work life balance secara simultan pada mitra driver Gojek, khususnya di Kota Tasikmalaya, masih relatif terbatas. Penelitian ini bertujuan untuk menganalisis pengaruh service excellence, etika kerja, dan work life balance terhadap kinerja driver Gojek di Kota Tasikmalaya. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 100 driver Gojek yang dipilih menggunakan teknik purposive sampling. Analisis data dilakukan menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS) dengan bantuan aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa service excellence, etika kerja, dan work life balance berpengaruh positif dan signifikan terhadap kinerja driver Gojek di Kota Tasikmalaya. Variabel etika kerja merupakan variabel yang memiliki pengaruh paling besar terhadap kinerja driver, sedangkan nilai R Square sebesar 0,714 menunjukkan bahwa ketiga variabel mampu menjelaskan 71,4% variasi kinerja driver, sementara sisanya sebesar 28,6% dipengaruhi oleh variabel lain di luar model penelitian. Penelitian ini memberikan kontribusi empiris dalam memperluas kajian mengenai faktor-faktor yang memengaruhi kinerja pekerja pada sektor transportasi berbasis platform digital serta menjadi masukan bagi perusahaan dalam merumuskan strategi peningkatan kualitas pelayanan, penguatan etika kerja, dan pengelolaan work life balance untuk meningkatkan kinerja mitra driver.

ABSTRAct

The increasing competition in the online transportation industry requires Gojek drivers to maintain optimal performance through excellent service, strong work ethics, and the ability to balance work and personal life. Although numerous studies have examined factors influencing employee performance, research investigating the simultaneous effects of service excellence, work ethics, and work-life balance on Gojek drivers, particularly in Tasikmalaya City, remains limited. This study aims to analyze the effects of service excellence, work ethics, and work-life balance on the performance of Gojek drivers in Tasikmalaya City. A quantitative approach was employed using a survey method involving 100 Gojek drivers selected through purposive sampling. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS software. The results indicate that service excellence, work ethics, and work-life balance have positive and significant effects on driver performance. Among the three independent variables, work ethics has the strongest influence on driver performance. Furthermore, the R-square value of 0.714 indicates that these variables explain 71.4% of the variation in driver performance, while the remaining 28.6% is explained by other factors outside the research model. This study provides empirical evidence that enriches the literature on factors influencing performance in the digital platform-based transportation sector and offers practical insights for Gojek in improving service quality, strengthening work ethics, and promoting work-life balance to enhance driver performance.