Gojek Most Used For Transportation And Logistics In Indonesia

JAKARTA - The latest study conducted by the Institute for Development of Economics and Finance (Indef) economic research center found that Gojek is the most widely used application for transportation and logistics services among Indonesians.

The study themed "Industry Trends in Consumer Perceptions of Online Transportation and Logistics Services" also found that the two services remained resilient even in the midst of economic turmoil.

Indef further found that among users who have more than one online transportation and logistics application on their smartphone, Gojek is the brand with the highest consumer satisfaction level. A study surveying users from various applications found that 82 percent of online transportation consumers use Gojek, followed by Grab with 53 percent. Other brands such as Maxim and InDriver are far behind in terms of use with 19.6 percent and 4.9 percent, respectively.

Similar trends also occur in online logistics, where the majority of micro, small and medium enterprises (MSMEs) and sellers mostly use Gojek (through its GoSend logistics service) with a portion of 64 percent, followed by Grab (42 percent), ShopeeXpress (28 percent), Lalamove (18.7 percent), AnterAja (10.9 percent), NinjaXpress (7.8 percent), and Deliveree (5.4 percent).

Indef Research Director Esther Sri Astuti Soeryaningrum said the survey found the online transportation and logistics industry to be quite resilient, even in the midst of economic uncertainty and when mobility restrictions peaked during the pandemic. Indef looked deeper into both sectors considering that both have supported Indonesia's digital economy growth.

"The survey results show demand for online transportation services tends to stabilize even after easing mobility restrictions like today, with average consumers using these services 4-12 times per week," Esther explained, in a written statement, Wednesday, December 7.

Currently, online transportation has become a daily necessity for consumers who use it to increase productivity and make travel more efficient in terms of time and cost.

Changes in consumption patterns from offline to online combined with increased mobility are predicted to increase demand for online transportation and logistics in the future.

"In fact, more than half of consumers surveyed said they would continue to use online transportation services even without promotion, and 60 percent said they would increase the use of online transportation as mobility began to recover after the pandemic," Esther said.

The survey also found that consumer preferences for both services have changed.

"Now aspects such as security and time efficiency are the main considerations for consumers. This situation has shifted from before, where price affordability is the main buying factor," said Esther.

Online transportation users say that service security is the most important priority compared to affordability. Other attributes that get high ratings include quality of service (ride comfort and ease of use) and increased productivity.

As for online logistics services, online sellers prioritize service quality, especially the speed of delivery of goods. They also appreciate service quality (easy use of efficient applications and services) and safety (safe delivery, insurance, and hygienic delivery of goods).

Based on the attributes above, Gojek is the only platform that has managed to achieve a higher level of user satisfaction than other players and the average online transportation and logistics industry.

This research was conducted between August-September 2022 through a survey of online transportation users and online sellers as online logistics users. For online transportation users, there are 2,310 respondents surveyed in 5 major cities in Indonesia, namely Jabodetabek (Jabodetabek), Bandung, Palembang, Bali, Yogyakarta, and Palembang.

As for the online logistics part of the survey, respondents consisted of 1,155 sellers, most of whom used social media for their businesses in Jabodetabek, Bandung and Surabaya.