Background to the Problem
Discuss about the Impact Food Delivery Issues on Customer Satisfaction of Uber Eats.
Uber Eats is the popular American online food ordering and delivery platform. The organization is one of the revolutionary organizations that coordinate with different restaurants for fulfilling the food demand of the customers at their doorstep (Ubereats.com 2018). The customers can effectively order for their food through their smart phone application associated with the website of Uber and get timely delivery (See-Kwong et al. 2017). However, this research proposal will highlight the issues associated with the food delivery system of Uber Eats. The focus of the research proposal is to explore the impact of food service delivery on customer satisfaction of Uber Eats.
The online meal platform Uber Eats has resolved the issues of the customers to get their food delivery at their doorstep. The customers can easily effectively order for their foods on the website of the company through the smart phone application (Zhou et al. 2016). The entire process requires a web application, where the customers need to order for their foods and picking up the food. However, the major problem that Uber Eats is facing is the navigation handling issue of the web application (Lee, Lee and Jeon 2017). Moreover, with the issues in navigation handling, the delivery boys are not being able to track the exact delivery address and they are not getting guides for the delivery address. The customers are facing the issue of late delivery of foods due to improper location set by them while ordering for food. Another problem is that the customers are not specifying their house numbers, are not being detected by the delivery partners leading to late food delivery.
Uber Eats is facing the problem of late delivery of foods due to their issues associated with their navigation system. Such issues can gradually impact of the satisfaction level of the customers. Management has also to make decisions regarding the ways of effective handling of navigation system so that the delivery partners can reach the customer faster (McLoughlin 2015). This research will successfully explore the issues associated with the food delivery system of the company. Hence, the management of Uber Eats can make informed decision reading the satisfactory food delivery system. The research will also suggest recommendation over the improvement of navigation system, which can resolve the issues of negation system of Uber Eats.
- To recognize the issues of food delivery system in Uber Eats
- To identify the navigation handling issues associated with web application of Uber Eats
- To assess the impact of Uber Eat’s food delivery issues on customer satisfaction
- To suggest the ways of improving food delivery system of Uber Eats for improved customer satisfaction
- What are some of the problems which Uber Eats needs to face with respect to the customers?
- How can Uber Eats be able to handle the navigation system so that they reach customers faster?
Uber Eats has become one of the most successful revolutionary companies coordinating different restaurants for meeting the food demands of the customers at their doorstep. The entire process of food delivery requires proper usage of the web application, where the customers can make their order for food based on their preferences of restaurant and get delivery of the food by the delivery partners (Cho and Sagynov 2015). The customers need to check regarding their navigation delivery after making food order. In navigation tracking, the delivery partners can come and call for getting guide of delivery address. The web application facilitates in ensuring delivery of foods at right time through showing the direction of delivery boy. However, the customers have to input right address in the web application for providing right guide to the customers regarding the food delivery address. The website of the organization is directly linked with the restaurants to be chosen by the customers (Kelley 2016). Once, customers order for their foods in the web application of Uber Eats, it directly place an associated order to the concerned restaurant.
Management Problem
The success of food delivery system of Uber Eats is completely dependent on effectiveness of its web application and navigation system. The organization is facing as serious issues of late food delivery, which often hamper the satisfaction level of the customers. The major reason behind the food delivery issue of the organization is the issues associated with its navigation system (Verhagen et al. 2014). However, the navigation issue is mostly due to the inability of the customers to handle it properly. Moreover, the customers are facing long wait of time in getting delivery of their ordered foods due to improper location set by them during order placement (Sengupta, Balaji and Krishnan 2015). The customers are not even specifying their exact house numbers, where the foods have to be delivered. Hence, the delivery boys are facing the issues in detecting the delivery address of the customers in the navigation system. The delivery boys are losing huge time ay the restaurants for finding the house numbers of the customers. In this way, they are being late at delivering the foods to the customers (Sharma and Lijuan 2015). Moreover, issues of navigation handling are ultimately hampering food delivery system of Uber Eats.
The issues associated with the navigation handling system of Uber Eats are ultimately leading to delayed delivery of the foods by the delivery boys. Hence, such delayed delivery of foods is actually hampering the satisfaction level of the customers. Moreover, the long wait time to get delivery of foods is ultimately making the customers upset (Singh and Crisafulli 2016). Such disappointed customers are directly reducing the degree of customer repetition leading to decreased sales volume of the organization. In this way, ineffective navigation handling system is reducing the quality of service of the organization, which is directly associated with high level of customer dissatisfaction (Heidenreich et al. 2015). In this way, such issue can also influence the overall revenue and profit volume of the organization.
The main issue behind the food delivery system of Uber Eats is its navigation handling issues. Hence, the management of the organization should immediately resolve this issue for improving overall food delivery system. Moreover, the management of the organization must be focused on giving advice to the customers to add their flat or house numbers properly at the time of order placement (Lee, Verma and Roth 2015). It will help the delivery boys to deliver the foods to the customers at right time through tracking right address of delivery. The management should also work on the consistent monitoring of the time taken by the restaurants to prepare foods for picking up the foods on right time. It will smoothen and make the entire delivery process faster leading to improve delivery service and service quality (Yeo, Goh and Rezaei 2017). The management can also share the actionable data and tools to improve the businesses, where the continued forms are established through alteration with strong local economy. It can ultimately improve the transportation for delivery the foods to the customers. Apart from that, the management of Uber Eats should build a system, where the customers will get notification in case of any late from the restaurants during peak hours (Pizam, Shapoval and Ellis 2016). It will ultimately lead to better connectivity between the customers and restaurants. Hence, the organization will surely be able to improve overall satisfaction level of the customers.
Problem Definition
Research approach is the most valuable method of gathering useful and authentic information associated with research topic. This selection of proper research approach helps in deciding upon most suitable research theories and models based on the research questions (Lewis 2015). In inductive approach, new theories and models are to be developed for assembling authentic research data. On the other hand, deductive approach allows in application of already established theories and models for collecting more relevant and useful information concerning research topic (Choy 2014). This research study will be deductive approach for collecting research information. This approach has been chosen, as it can save the valuable time and resources of the research. The study will also use descriptive purpose for assembling the most important research information regarding the research topic. Such research purpose will help in gaining actual explanation of the research topic. Hence, this purpose will help in formulating effective research objectives and questions for gathering most accurate research information.
This research study will be based on both qualitative and quantitative research design for collecting most useful research information about the research topic. In quantitative design, the research information will be collected through survey method. This research study will use survey method for collecting objective and quantitative data regarding the research topic. Such quantitative and objective data collected through survey method will highly be associated with statistical significance (Dumay and Cai 2015). Hence, such method will provide most trustworthy information for the overall research. On the other hand, interview method will be applied in collecting research information through qualitative design. Interview method will be used for collecting descriptive and detailed information concerning the research topic. It will be the most significant way of collecting sufficient authentic data regarding the research topic. Hence, the data collected from the interview method will surely contribute in the quality of the research output.
Sources of data are extremely significant for collecting most authentic data about the research topic. There are mainly two types of sources for gathering valuable research information, which are namely primary source and secondary source. The secondary source is extremely useful for collecting secondary data regarding the research topic. In this research study, the data from the secondary sources will facilitate in framing effective literature review (McCusker and Gunaydin 2015). It will provide detailed and reliable information for enhancing the quality of the overall research study. In case of secondary source, the research study will use most authentic journals, websites and books for collective extremely useful and relevant information about the research topic.
Research Objective
In case of primary data, the research paper will use primary sources for collecting moist relevant research information. The primary data will be gathered from the chosen respondents of the research study. Moreover, the research paper will select the customers of Uber Eats for collecting the quantitative data regarding issues of food delivery system. Such method and participants are extremely significant to provide first hand and bias free primary information regarding their issues with Uber Eat’s food delivery system. Hence, the customers of Uber Eats have been chosen as the sources of primary and quantitative data regarding the research topic. Furthermore, the research will also select the managers of Uber Eats for collecting primary data in qualitative form. Such participants will be chosen for collecting the core information regarding the management decision of the organization based on the research issues. Hence, such type of data will definitely resolve the overall issues of the research.
Research constructs are the proposed attributes associated with the research variables that can have huge impact on the quality of the research outcome. In case of quantitative research, the research constructs are like independent variable, controlling variable and dependent variable (Fletcher 2017). The topic of the research is highly focused on the impact of food service delivery of Uber Eats on customer satisfaction. Moreover, customer satisfaction of the organization is highly dependent of food service delivery. Hence, the independent variable of the research is food service delivery and the dependent variable of the research is customer satisfaction. However, the quality of food service delivery always impact of the level of customer satisfaction of the organization. It can be said that the quality of food service delivery actually control the level of customers satisfaction of the organization. Hence, the quality of food service quality will act as the controlling variable for the overall research study that will control the ultimate customer satisfaction of Uber Eats. Such variables will be measured through likert scale, where the selected customers will rate these variables from their own point of view. In case of qualitative research, the managers of Uber Eats will be interviewed with the question regarding the issues of navigation system in food service delivery for knowing the actual issues associated with their food delivery system.
Data collection is extremely significant for gathering detailed and authentic information regarding the research topic. This research will require both primary and secondary method of data collection. Secondary method will be used only for constructing the literature review section of the overall research study (Dumay and Cai 2015). In such method, secondary data sources will be collected through authentic websites, journals and books. Such method will be chosen for collected the most authentic and detailed research information regarding the research topic. However, the entire research will mainly be based on primary method of data collection. In primary method, the both qualitative as well as quantitative data collection technique will be used.
Research Question
In quantitative method, survey method will be conducted on the customers of Uber Eats for collecting quantitative data regarding the food delivery issues faced by them. Structured questionnaire set will be designed based on the research variables, which will be actually distributed among the selected 100 customers of the organization. Moreover, the sample size of the survey method will be 100 customers of Uber Eats. Survey will be conducted with an intension to gather most authentic and bias free research information, which will actually be statistically significant. On the other hand, in case of qualitative research, interview will be arranged with 5 managers of Uber Eats. Such interview will be arranged with an intention to gather core managerial decision regarding the issues in handling the navigation system of the organization and its impact of food delivery time. Hence, it will definitely serve in mitigating the research issues of the overall research.
Data analysis is extremely important for extracting the right meaning of the collected data from the selected respondents or participants. In case of quantitative research, this research study will use SPSS tool for analysis of quantitative data. Moreover, chi-square method will be applied for analyzing the primary data collected through the survey method from the selected customers of Uber Eats. Such method will effectively compare the observed variable with the theoretical variable associated with the research topic (Choy 2014). On the other hand, narrative analysis method will be used for analyzing and evaluating the qualitative data collected from the managers of the organization.
Successful completion research study is entirely dependent on its compliance with ethical consideration. This research paper will ensure that the selected respondents will not be forced to participate in the data collection process. Moreover, the respondents will be allowed to participate in the data collection process voluntarily. The respondents will not be influenced by any way during the time of providing data. The data collected from the participants can be extremely susceptible for the concerned organization. Hence, it will be ensured that the assembled data will be used only for personal purposes and not for any commercial purposes. Apart from that, the collected data will also be protected by maintaining all data protection act.
Issues in research study can have huge impact on the overall research outcome. This research study can also face several research issues that have high level of impact on the ultimate research result. Moreover, the research study can face the issue of time and budget constraints. It can be extremely challenging for the research study to access most authentic journals articles, websites and books due budget constraints. On the other hand, it can also be challenging for the research study to contact more numbers of respondents to collected adequate primary data. Hence, the research paper can face the issues of limited data that can actually hamper the ultimate research result.
Literature Review
Reference List
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Dumay, J. and Cai, L., 2015. Using content analysis as a research methodology for investigating intellectual capital disclosure: a critique. Journal of Intellectual Capital, 16(1), pp.121-155.
Fletcher, A.J., 2017. Applying critical realism in qualitative research: methodology meets method. International Journal of Social Research Methodology, 20(2), pp.181-194.
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Ubereats.com. 2018. Your Favorite Restaurants, Delivered Fast | Download Uber Eats | Uber Eats. [online] Available at: https://www.ubereats.com/
Verhagen, T., Van Nes, J., Feldberg, F. and Van Dolen, W., 2014. Virtual customer service agents: Using social presence and personalization to shape online service encounters. Journal of Computer-Mediated Communication, 19(3), pp.529-545.
Yeo, V.C.S., Goh, S.K. and Rezaei, S., 2017. Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, pp.150-162.
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