Analisis Bentuk Dan Penyebab Workarounds Pada Layanan Food Delivery: Studi Kualitatif Terhadap Customer, Driver, Dan Merchant

Nabiha, Ahnaf Fathan (2026) Analisis Bentuk Dan Penyebab Workarounds Pada Layanan Food Delivery: Studi Kualitatif Terhadap Customer, Driver, Dan Merchant. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini mengidentifikasi dan menganalisis tindakan workarounds yang muncul dalam proses operasional layanan food delivery di Indonesia, khususnya pada interaksi antara customer, driver, dan merchant yang menunjukkan penyimpangan dari alur proses resmi yang disediakan platform. Penelitian ini menggunakan pendekatan kualitatif melalui wawancara semi-terstruktur terhadap 30 narasumber (10 customer, 10 driver, dan 10 merchant) dari layanan ShopeeFood, GoFood, dan GrabFood, dilengkapi proses open coding untuk mengidentifikasi pola tindakan dan penyebabnya berdasarkan kriteria validasi yang eksplisit. Hasil penelitian menemukan 135 kutipan bentuk workarounds yang terbagi ke dalam 10 kategori, dengan Penggunaan Aplikasi Pihak Ketiga sebagai bentuk paling dominan (38 kutipan), serta 113 kutipan penyebab yang terbagi ke dalam 10 kategori, dengan Human Error sebagai penyebab paling dominan (37 kutipan). Driver ditemukan menanggung beban penyesuaian terbesar, yaitu 61 dari 135 kutipan bentuk (45,2%) dan hadir pada seluruh kategori bentuk yang ditemukan. Melalui analisis Transaction Cost Economics, penelitian ini menunjukkan bahwa workarounds pada dasarnya merupakan respons rasional aktor terhadap tingginya biaya transaksi pada jalur resmi platform. Penelitian ini juga menemukan bahwa sebagian workarounds (53,3%) berpotensi diadopsi platform sebagai perbaikan fitur, sedangkan sebagian sisanya bersifat merugikan dan perlu ditutup celahnya. Dengan demikian, penelitian ini memberikan kontribusi praktis berupa rekomendasi perbaikan fitur platform dan kontribusi teoretis dalam memperkaya pemahaman mengenai dinamika workarounds pada ekosistem layanan food delivery di Indonesia.
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This study identifies and analyzes how workarounds emerge within the operational processes of food delivery services in Indonesia, particularly focusing on the interactions among customers, drivers, and merchants that illustrate deviations from the formal workflows established by the platform. This research adopts a qualitative approach using semi-structured interviews with 30 informants (10 customers, 10 drivers, and 10 merchants) from ShopeeFood, GoFood, and GrabFood, complemented by an open coding process to identify behavioral patterns and their causes based on explicit validation criteria. The study identified 135 validated quotations of workarounds forms across 10 categories, with the use of third-party applications as the most dominant form (38 quotations), and 113 validated quotations of causes across 10 categories, with Human Error as the most dominant cause (37 quotations). Drivers were found to bear the largest share of adaptation, accounting for 61 of the 135 form quotations (45.2%) and appearing across every form category identified. Through a Transaction Cost Economics analysis, this study shows that workarounds are essentially a rational response by actors to the high transaction costs of the platform's formal channels. Further study finds that some workarounds (53,3%) have the potential to be adopted by the platform as feature improvements, while the rest are harmful and should be closed off. Consequently, this study provides practical contributions in the form of platform feature improvement recommendations, as well as theoretical contributions in enriching the understanding of workarounds dynamics within the food delivery ecosystem in Indonesia.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Workarounds, Layanan Antar Makanan, Open Coding, Penelitian Kualitatif, Transaction Cost Economics
Subjects:	T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Ahnaf Fathan Nabiha
Date Deposited:	30 Jul 2026 07:49
Last Modified:	30 Jul 2026 07:49
URI:	http://repository.its.ac.id/id/eprint/140297

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