Who is Helped and Who is Hurts? �Rebalance the Reciprocity of the E-hailing Services Industry

• Main Authors: Abdul Rahman, Nor Irwani, Abdul Rahman, Rozailin, Mahmud, Murni
• Format: Conference or Workshop Item
• Language: English; English; English
• Published: 2021
• Subjects: HF5410 Marketing. Distribution of products; T Technology (General)
• Online Access: http://irep.iium.edu.my/95268/1/3.%20APMMC2021_SLIDES.pdf; http://irep.iium.edu.my/95268/2/Program_Book_APMMC-CoCIAF_Final00_Minus_Zoom_Link_02%20%281%29.pdf; http://irep.iium.edu.my/95268/9/007.pdf; http://irep.iium.edu.my/95268/

E-hailing services has demonstrated significant growth since Uber Technology Inc commercialized the service globally. Obviously, this two-sided market model has cemented a stable electronic platform to ease peer-to-peer transaction of information to match demand and supply of availability of transportation to be rented. Recently, the service industry was in a battle with “conventional regulatory requirement” in many countries, including Malaysia. The battle is said to invite the imbalance of reciprocity within the involved actors, especially the drivers. In order to understand the hardship faced, this paper employed a qualitative approach which entails of in-person interview with the drivers. Intriguingly, other than the regulatory procedures, there are subsequent vital issues have been identified to be addressed. Based on the findings of the interview, this paper concludes the relevant insights for actors involved in e-hailing service industry.