Gojek was founded in 2010 in Indonesia as a call centre connecting local ojeks (motorcycle taxis) with commuters. It has since expanded further into the Southeast Asian market, developing into an on-demand multi-service app offering ride-hailing services.
Distributors / Implementing Organizations
The Gojek app allows users to access over 20 services ranging from transportation to food delivery, massage and e-money. The transportation services include: GoRide, a ride-hailing service for motorcycles; GoCar a ride-hailing service for cars; GoSend, an on-demand courier service; and GoBox, a service for moving large items using pickups and larger trucks. GoRide allows trips up to 30 km, GoCar allows trips up to 100 km. Both ride-hailing services offer vehicles 24/7 with the option to make multiple orders at a time. Once a driver is booked they can be contacted via calls, in-app chat or SMS depending on internet connection. Payment can be made in cash or by registering a credit/debit card on the Gojek app.
Users can contact Gojek for support via the in-app help function, by email or by phoning the 24/7 customer care line.
Manufacturer Specified Performance Parameters
By providing access to products and services across multiple sectors, Gojek aims to help create more value for society, improve efficiency and productivity, and boost financial inclusion. Gojek aims to deliver economic impact for the countries it serves. The company aims to help their driver-partners with fair incentives and policies and aims to support the growth of MSMEs (Micro, Small and Medium-Sized Enterprises) by increasing their transaction volumes and earnings.
Vetted Performance Status
A study conducted by Lembaga Demografi Faculty of Economics and Business Universitas Indonesia (LD FEB UI) in collaboration with GoJek Indonesia determined that as of 2018, Gojek contributed approximately $3 billion to the Indonesian economy. Specific to the transport services, the study reported that the average income of driver-partners increased by 45% for GoRide and 42% for GoCar partners. User reviews can be found on iOS and Android app pages.
The ride-hailing services offer a Safe Trip Kit feature with information on trip insurance, a safety handbook covering safety efforts and features provided by Gojek and a Live Trip Sharing function. The trip sharing function enables selected contacts of the ride-hailing customers to view live updates of the journey and information about the driver. The app offers an Emergency Help button which notifies Gojek's emergency help unit to call the user.
Complementary Technical Systems
A stable internet connection and an active GPS are required to help the map detect location appropriately.
Academic Research and References
Malawani, A., Salahudin, S., Qodir, Z., Jafar Loilatu, M., Nurmandi, A., 2020, The Evolution of “GOJEK” as an Indonesian Urban Mobile Ride Hailing Model Study Case: Public and Government Regulatory Responses on Urban Mobile Ride Hailing, HCI International 2020 – Posters, Communications in Computer and Information Science, 1226, pp. 429-438.
Fakhriyah, P., 2020, The Influence of Online Transportation Services (Gojek) on the Expansion of Working Areas for Communities in Cimahi City, Comm-Edu (Community Education Journal), 3, pp. 34-41.
Marsusanti, E., Susilawati, S., Nugraha, R. and Koeswara, T., 2018, Factors Affecting Gojek Driver Income, Jurnal Swabumi, 6 pp. 128-132.
Compliance with regulations
All drivers have to be checked and licensed before they are added to the platform and vehicles must be licensed to operate on the platform.