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The COVID–19 Pandemic Effect on Customer Tipping Behavior for Online Motorcycle Taxi Service

Aldila Choirun Nisa, Ana Noveria


Abstract. This research aims to determine whether there is a change in the amount of tip for drivers by customers during the COVID–19 pandemic compared to before the pandemic and to find out the customers' motives in tipping drivers during the COVID 19 pandemic. The research employs a quantitative approach through survey methods. The scale measurement technique uses the Likert scale and Interval scale. The number of respondents in this research are 453 Indonesian who use online motorcycle taxi service application. The data obtained were analyzed using SPSS through descriptive statistical analysis and multiple linear regression. The results show that most of the respondents tipped more amount during the COVID–19 pandemic than the amount of tip they gave before the pandemic. Giving a tip to drivers by customers was driven by several motives/reasons in the following order: a customer has the nature of  wanting to help others without expecting to get rewards (altruism), wants to follow and obey applicable social norms (social norms), wants to give a reward for the satisfaction obtained from good service (reward positively), and wants to maintain social status and increase self–esteem in the social environment (social esteem).


Keywords: Altruism, behavioral economics, customer tipping, covid–19 pandemic, online motorcycle taxi

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