Main Article Content
Abstract
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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This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Copyright @2017. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (http://creativecommons.org/licenses/by-nc-sa/4.0/) which permits unrestricted non-commercial used, distribution and reproduction in any medium
How to Cite
Nisa, A. C., & Noveria, A. (2023). The COVID–19 Pandemic Effect on Customer Tipping Behavior for Online Motorcycle Taxi Service. The Asian Journal of Technology Management (AJTM), 15(3), 256–266. https://doi.org/10.12695/ajtm.2022.15.3.5
References
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Azar, O. H. (2004). The History of Tipping: From Sixteenth Century England to United States in the 1910s. The Journal of Social–Economics, 33 (6), 745–764. doi: 10.1016/j.socec.2004.09.043.
Azar, O. H. (2010). Tipping Motivations and Behavior in the US and Israel. Journal of Applied Social Psychology, 40 (2), 421–457. doi: 10.1111/j.1559–1816.2009.00581.x
Bodvarsson, O. B., and Gibson, W. A. (2002). Tipping and Service Quality: A Reply to LYNN. The Social Science Journal, 39 (3), 471–6. doi: 10.1016/S0362–3319(02)00199–4
Butcher, J., and Einolf, C. (2017). Perspectives on Volunteering: Voices from the South, Cham: Springer International Publishing AG.
CNN Indonesia. (2020). 5 Kebiasaan Pelanggan Grab Yang Berubah Selama Pandemi. Available at: https://www.cnnindonesia.com/tekn ologi/20200505102545-190-500133/5-kebiasaan-pelanggan-grab- yang-berubah-selama-pandemi (Accessed: 7 November 2021).
Conlin, M., Lynn, M., and O'Donoghue, T. (2003). The Norm of Restaurant Tipping. Journal of Economic Behavior and Organization, 52, 297–321. doi: 10.1016/S0167–2681(03)00030–1
Cunningham, M. R. (1979). Weather, Mood, and Helping Behavior: Quasi Experiments with The Sunshine Samaritan. Journal of Personality and Social Psychology, 37 (11), 1947–1956. doi: 10.1037/0022–3514.37.11.1947
Elliott, D., Tomasini, M., Oliveira, M., and Menezes, R. (2017). Tippers and Stiffers: An Analysis of Tipping Behavior in Taxi Trips. 2017 IEEE SmartWorld, Ubiquitous Intelligence & Computing, Advanced & Trusted Computed, Scalable Computing & Communications, Cloud & Big Data Computing, Internet of People, and Smart City Innovation. Doi: 10.1109/UIC– ATC.2017.8397523
Glen, Stephanie. (2021). T-Test (Student's T- Test): Definition and Examples. Available at:www.statisticshowto.com/probability–and–statistics/t–test/ (Accessed: 2 January 2022)
GO-JEK. (2020). 5 Layanan Gojek Andalan Masyarakat Selama Masa Pandemi COVID 19. Available at: https://www.gojek.com/blog/gojek/ new-normal-gojek (Accessed: 27 November 2021).
Kompas. (2021). Selama Pandemi, Transaksi Belanja Online Melalui Gomart Naik 7-8 Kali Lipat. Available at: https://money.kompas.com/read/20 21/03/10/135758726/selama- pandemi-transaksi-belanja-online- melalui-gomart-naik-7-8-kali-lipat (Accessed: 27 November 2021).
Lin, T. (2007). Economic Behavior of Restaurant Tipping. Economics Bulletin, 4(2), 1–10.
Lynn, M., and Grassman, A. (1990). Restaurant Tipping: An Examination of Three Rational Explanations. Journal of Economic Psychology, 11, 169–181.
Lynn, M. (2015). Explanations of Service Gratuities and Tipping: Evidence from Individual Differences in Tipping Motivations and Tendencies. Journal of Behavioral and Experimental Economics, 55, 65–71. doi: 10.1016/j.socec.2015.01.002
Lynn, M., and Starbuck, M. M. (2015). Tipping Customs: The Effects of National Differences in Attitudes Toward Tipping and Sensitivities to Duty and Social Pressure. Journal of Behavioral and Experimental Economics, 57, 158–166. doi: 10.1016/j.socec.2014.07.005
Lynn, M. (2018). How Motivations for Tipping Vary with Occupational Differences in Descriptive Tipping Norms. Journal of Behavioral and Experimental Economics, 77, 1–10. doi: 10.1016/j.socec.2018.09.003
Lynn, M., and Brewster, Z. (2019). The Tipping Behavior and Motives of US Travelers Abroad: Affected by Host Nations' Tipping Norms?. Journal of Travel Research, 59 (17). doi: 10.1177/0047287519875820
Myers, D. G. (2012), Psikologi Sosial Jilid 2, Jakarta: Salemba Humanika.
Nelson, M. (2017). A Case Study in Tipping: An Economic Anomaly, Crossing Borders. A Multidisciplinary Journal of Undergraduate Scholarship, 2 (1). doi: 10.4148/2373–0978.1021
Pandamsari, Aulia Putri. (2020). Penumpang Angkutan Daring Turun, Tapi Terbuka Peluang Lain. Available at: https://lokadata.id/artikel/penumpa ng-angkutan-daring-turun-tapi- terbuka-peluang-lain (Accessed: 14 November 2021).
Putri, Virginia Maulita. (2021). Pandemi Dorong Transaksi Di GoMart Naik 7 Kali Lipat. Available at: https://inet.detik.com/business/d- 5488269/pandemi-dorong-transaksi- di-gomart-naik-tujuh-kali-lipat (Accessed: 27 November 2021).
Scott, Niall and Jonathan Seglow, (2007), Altruism, Open University Press, Berkshire: McGraw–Hill Education.
Siegel, A. F. (2016). ANOVA: Practical Business Statistics,469–492. doi:10.1016/b978–0–12–804250– 2.00015–8
Smith, David Horton, Robert Stebbins and Jurgen Grotz (eds.), (2016), The Palgrave Handbook of Volunteering, Civic Participation, and Nonprofit Associations, Basingstoke: Palgrave Macmillan.
Speer, T. (1997). The Give and Take of Tipping. American Demographics, 19, 51
Springer. (2008). Coefficient of Determination. In: The Concise Encyclopedia of Statistics. New York: Springer, pp. 88–91.
Whaley, J. E., and O'Neill, M. (2011). To Tip or Not to Tip? An Exploratory Study of the Motivations Driving Consumer Tipping Behavior, Psychology. Corpus ID: 54189446
Wiepking, Pamala and Femida Handy (eds.), (2015), The Palgrave Handbook of Global Philanthropy, Basingstoke: Palgrave Macmillan.
References
Azar, O. H. (2004). The History of Tipping: From Sixteenth Century England to United States in the 1910s. The Journal of Social–Economics, 33 (6), 745–764. doi: 10.1016/j.socec.2004.09.043.
Azar, O. H. (2010). Tipping Motivations and Behavior in the US and Israel. Journal of Applied Social Psychology, 40 (2), 421–457. doi: 10.1111/j.1559–1816.2009.00581.x
Bodvarsson, O. B., and Gibson, W. A. (2002). Tipping and Service Quality: A Reply to LYNN. The Social Science Journal, 39 (3), 471–6. doi: 10.1016/S0362–3319(02)00199–4
Butcher, J., and Einolf, C. (2017). Perspectives on Volunteering: Voices from the South, Cham: Springer International Publishing AG.
CNN Indonesia. (2020). 5 Kebiasaan Pelanggan Grab Yang Berubah Selama Pandemi. Available at: https://www.cnnindonesia.com/tekn ologi/20200505102545-190-500133/5-kebiasaan-pelanggan-grab- yang-berubah-selama-pandemi (Accessed: 7 November 2021).
Conlin, M., Lynn, M., and O'Donoghue, T. (2003). The Norm of Restaurant Tipping. Journal of Economic Behavior and Organization, 52, 297–321. doi: 10.1016/S0167–2681(03)00030–1
Cunningham, M. R. (1979). Weather, Mood, and Helping Behavior: Quasi Experiments with The Sunshine Samaritan. Journal of Personality and Social Psychology, 37 (11), 1947–1956. doi: 10.1037/0022–3514.37.11.1947
Elliott, D., Tomasini, M., Oliveira, M., and Menezes, R. (2017). Tippers and Stiffers: An Analysis of Tipping Behavior in Taxi Trips. 2017 IEEE SmartWorld, Ubiquitous Intelligence & Computing, Advanced & Trusted Computed, Scalable Computing & Communications, Cloud & Big Data Computing, Internet of People, and Smart City Innovation. Doi: 10.1109/UIC– ATC.2017.8397523
Glen, Stephanie. (2021). T-Test (Student's T- Test): Definition and Examples. Available at:www.statisticshowto.com/probability–and–statistics/t–test/ (Accessed: 2 January 2022)
GO-JEK. (2020). 5 Layanan Gojek Andalan Masyarakat Selama Masa Pandemi COVID 19. Available at: https://www.gojek.com/blog/gojek/ new-normal-gojek (Accessed: 27 November 2021).
Kompas. (2021). Selama Pandemi, Transaksi Belanja Online Melalui Gomart Naik 7-8 Kali Lipat. Available at: https://money.kompas.com/read/20 21/03/10/135758726/selama- pandemi-transaksi-belanja-online- melalui-gomart-naik-7-8-kali-lipat (Accessed: 27 November 2021).
Lin, T. (2007). Economic Behavior of Restaurant Tipping. Economics Bulletin, 4(2), 1–10.
Lynn, M., and Grassman, A. (1990). Restaurant Tipping: An Examination of Three Rational Explanations. Journal of Economic Psychology, 11, 169–181.
Lynn, M. (2015). Explanations of Service Gratuities and Tipping: Evidence from Individual Differences in Tipping Motivations and Tendencies. Journal of Behavioral and Experimental Economics, 55, 65–71. doi: 10.1016/j.socec.2015.01.002
Lynn, M., and Starbuck, M. M. (2015). Tipping Customs: The Effects of National Differences in Attitudes Toward Tipping and Sensitivities to Duty and Social Pressure. Journal of Behavioral and Experimental Economics, 57, 158–166. doi: 10.1016/j.socec.2014.07.005
Lynn, M. (2018). How Motivations for Tipping Vary with Occupational Differences in Descriptive Tipping Norms. Journal of Behavioral and Experimental Economics, 77, 1–10. doi: 10.1016/j.socec.2018.09.003
Lynn, M., and Brewster, Z. (2019). The Tipping Behavior and Motives of US Travelers Abroad: Affected by Host Nations' Tipping Norms?. Journal of Travel Research, 59 (17). doi: 10.1177/0047287519875820
Myers, D. G. (2012), Psikologi Sosial Jilid 2, Jakarta: Salemba Humanika.
Nelson, M. (2017). A Case Study in Tipping: An Economic Anomaly, Crossing Borders. A Multidisciplinary Journal of Undergraduate Scholarship, 2 (1). doi: 10.4148/2373–0978.1021
Pandamsari, Aulia Putri. (2020). Penumpang Angkutan Daring Turun, Tapi Terbuka Peluang Lain. Available at: https://lokadata.id/artikel/penumpa ng-angkutan-daring-turun-tapi- terbuka-peluang-lain (Accessed: 14 November 2021).
Putri, Virginia Maulita. (2021). Pandemi Dorong Transaksi Di GoMart Naik 7 Kali Lipat. Available at: https://inet.detik.com/business/d- 5488269/pandemi-dorong-transaksi- di-gomart-naik-tujuh-kali-lipat (Accessed: 27 November 2021).
Scott, Niall and Jonathan Seglow, (2007), Altruism, Open University Press, Berkshire: McGraw–Hill Education.
Siegel, A. F. (2016). ANOVA: Practical Business Statistics,469–492. doi:10.1016/b978–0–12–804250– 2.00015–8
Smith, David Horton, Robert Stebbins and Jurgen Grotz (eds.), (2016), The Palgrave Handbook of Volunteering, Civic Participation, and Nonprofit Associations, Basingstoke: Palgrave Macmillan.
Speer, T. (1997). The Give and Take of Tipping. American Demographics, 19, 51
Springer. (2008). Coefficient of Determination. In: The Concise Encyclopedia of Statistics. New York: Springer, pp. 88–91.
Whaley, J. E., and O'Neill, M. (2011). To Tip or Not to Tip? An Exploratory Study of the Motivations Driving Consumer Tipping Behavior, Psychology. Corpus ID: 54189446
Wiepking, Pamala and Femida Handy (eds.), (2015), The Palgrave Handbook of Global Philanthropy, Basingstoke: Palgrave Macmillan.
Azar, O. H. (2010). Tipping Motivations and Behavior in the US and Israel. Journal of Applied Social Psychology, 40 (2), 421–457. doi: 10.1111/j.1559–1816.2009.00581.x
Bodvarsson, O. B., and Gibson, W. A. (2002). Tipping and Service Quality: A Reply to LYNN. The Social Science Journal, 39 (3), 471–6. doi: 10.1016/S0362–3319(02)00199–4
Butcher, J., and Einolf, C. (2017). Perspectives on Volunteering: Voices from the South, Cham: Springer International Publishing AG.
CNN Indonesia. (2020). 5 Kebiasaan Pelanggan Grab Yang Berubah Selama Pandemi. Available at: https://www.cnnindonesia.com/tekn ologi/20200505102545-190-500133/5-kebiasaan-pelanggan-grab- yang-berubah-selama-pandemi (Accessed: 7 November 2021).
Conlin, M., Lynn, M., and O'Donoghue, T. (2003). The Norm of Restaurant Tipping. Journal of Economic Behavior and Organization, 52, 297–321. doi: 10.1016/S0167–2681(03)00030–1
Cunningham, M. R. (1979). Weather, Mood, and Helping Behavior: Quasi Experiments with The Sunshine Samaritan. Journal of Personality and Social Psychology, 37 (11), 1947–1956. doi: 10.1037/0022–3514.37.11.1947
Elliott, D., Tomasini, M., Oliveira, M., and Menezes, R. (2017). Tippers and Stiffers: An Analysis of Tipping Behavior in Taxi Trips. 2017 IEEE SmartWorld, Ubiquitous Intelligence & Computing, Advanced & Trusted Computed, Scalable Computing & Communications, Cloud & Big Data Computing, Internet of People, and Smart City Innovation. Doi: 10.1109/UIC– ATC.2017.8397523
Glen, Stephanie. (2021). T-Test (Student's T- Test): Definition and Examples. Available at:www.statisticshowto.com/probability–and–statistics/t–test/ (Accessed: 2 January 2022)
GO-JEK. (2020). 5 Layanan Gojek Andalan Masyarakat Selama Masa Pandemi COVID 19. Available at: https://www.gojek.com/blog/gojek/ new-normal-gojek (Accessed: 27 November 2021).
Kompas. (2021). Selama Pandemi, Transaksi Belanja Online Melalui Gomart Naik 7-8 Kali Lipat. Available at: https://money.kompas.com/read/20 21/03/10/135758726/selama- pandemi-transaksi-belanja-online- melalui-gomart-naik-7-8-kali-lipat (Accessed: 27 November 2021).
Lin, T. (2007). Economic Behavior of Restaurant Tipping. Economics Bulletin, 4(2), 1–10.
Lynn, M., and Grassman, A. (1990). Restaurant Tipping: An Examination of Three Rational Explanations. Journal of Economic Psychology, 11, 169–181.
Lynn, M. (2015). Explanations of Service Gratuities and Tipping: Evidence from Individual Differences in Tipping Motivations and Tendencies. Journal of Behavioral and Experimental Economics, 55, 65–71. doi: 10.1016/j.socec.2015.01.002
Lynn, M., and Starbuck, M. M. (2015). Tipping Customs: The Effects of National Differences in Attitudes Toward Tipping and Sensitivities to Duty and Social Pressure. Journal of Behavioral and Experimental Economics, 57, 158–166. doi: 10.1016/j.socec.2014.07.005
Lynn, M. (2018). How Motivations for Tipping Vary with Occupational Differences in Descriptive Tipping Norms. Journal of Behavioral and Experimental Economics, 77, 1–10. doi: 10.1016/j.socec.2018.09.003
Lynn, M., and Brewster, Z. (2019). The Tipping Behavior and Motives of US Travelers Abroad: Affected by Host Nations' Tipping Norms?. Journal of Travel Research, 59 (17). doi: 10.1177/0047287519875820
Myers, D. G. (2012), Psikologi Sosial Jilid 2, Jakarta: Salemba Humanika.
Nelson, M. (2017). A Case Study in Tipping: An Economic Anomaly, Crossing Borders. A Multidisciplinary Journal of Undergraduate Scholarship, 2 (1). doi: 10.4148/2373–0978.1021
Pandamsari, Aulia Putri. (2020). Penumpang Angkutan Daring Turun, Tapi Terbuka Peluang Lain. Available at: https://lokadata.id/artikel/penumpa ng-angkutan-daring-turun-tapi- terbuka-peluang-lain (Accessed: 14 November 2021).
Putri, Virginia Maulita. (2021). Pandemi Dorong Transaksi Di GoMart Naik 7 Kali Lipat. Available at: https://inet.detik.com/business/d- 5488269/pandemi-dorong-transaksi- di-gomart-naik-tujuh-kali-lipat (Accessed: 27 November 2021).
Scott, Niall and Jonathan Seglow, (2007), Altruism, Open University Press, Berkshire: McGraw–Hill Education.
Siegel, A. F. (2016). ANOVA: Practical Business Statistics,469–492. doi:10.1016/b978–0–12–804250– 2.00015–8
Smith, David Horton, Robert Stebbins and Jurgen Grotz (eds.), (2016), The Palgrave Handbook of Volunteering, Civic Participation, and Nonprofit Associations, Basingstoke: Palgrave Macmillan.
Speer, T. (1997). The Give and Take of Tipping. American Demographics, 19, 51
Springer. (2008). Coefficient of Determination. In: The Concise Encyclopedia of Statistics. New York: Springer, pp. 88–91.
Whaley, J. E., and O'Neill, M. (2011). To Tip or Not to Tip? An Exploratory Study of the Motivations Driving Consumer Tipping Behavior, Psychology. Corpus ID: 54189446
Wiepking, Pamala and Femida Handy (eds.), (2015), The Palgrave Handbook of Global Philanthropy, Basingstoke: Palgrave Macmillan.