Strategies to Increase Customer Satisfaction for Uber Eats

Research Report
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Table of Contents
INTRODUCTION...........................................................................................................................3
Aim and Objectives.....................................................................................................................3
RESEARCH METHODOLOGY....................................................................................................3
FINDINGS.......................................................................................................................................4
REFERENCES..............................................................................................................................18
APPENDIX....................................................................................................................................19
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INTRODUCTION
Customers’ satisfaction can be defined as a measurement that determines the extent to which
customers tend to seem happy with company’s products and services (Yulisetiarini and Prahasta,
2019). This study is based on Uber Eats that is suffering some problems of market share. It will
discuss some strategies by which Uber Eats can increase customers’ satisfaction and can increase
market share as well. It will further discuss effectiveness and reasons of performing all elements
of research methodology such as data collection, research type and sampling.
Aim and Objectives
Aim
“To identify ways of increasing customers’ satisfaction for Uber Eats”.
Objectives
 To explore the factors that caused loss of market share in Uber Eats.
 To examine customer satisfaction levels and provide suggestions to help Uber Eats im-
prove customer satisfaction
Research question
1. What is consumer preference to delivery service in Australia?
2. How satisfied are customers with Uber Eats currently compared to competitors?
RESEARCH METHODOLOGY
Research type: There are 2 types of research that helps researcher in gathering data in
different forms. Selection of research type of collecting data in an effective form depends on the
scope and the nature of research topic. In qualitative type of research, scholars gather non-
numerical data or in feelings and words form (Queirós, Faria and Almeida, 2017). In quantitative
research type, data are being collected in numbers form by scholars. For this study, qualitative
research has been conducted which means data have been gathered in non-numerical form.
Research approach: A plan with some steps of detailed method for collecting and
analysing data is known as research approach. Inductive and deductive are 2 research
approaches. In inductive research approach, scholar collect and analyse data by generating a
brand new theory and in deductive research approach, data are being analysed hypothetically by
developing an existing theory (Woiceshyn and Daellenbach, 2018). For this study, inductive
research has been used because of suitability of this approach with qualitative research.
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Data collection: Having appropriate data is vital for making research study successful. It
can be done by performing this stage in research methodology. Primary and secondary are 2
types of data collection. In primary data collection, scholars tend to make use of some sources
via which they can collect brand new data. Whereas, in secondary type of data collection, they
make use of sources via which they can gather second hand data that may have used before by
others (Ghysels and et.al., 2017). For this study, primary data have been gathered by conducting
survey from customers of Uber in order to know that what they prefer from Uber Eats.
Sample: This stage is being performed when scholar gather primary data because
primary data can be collected by targeting people that are known as sample. Process of targeting
people is known as sampling that is being divided into 2 types such as: random and non-random.
As by the name itself it can be said that in random sampling, sample or people are being targeted
randomly as there is no criteria of selecting them. On the other hand, in non-random type, people
are being target with set or developed selection criteria. For this study, 30 people of same class
have been targeted randomly (Abdullah and Cipta, AnswerMiner, 2016). The reason of targeting
people with random sampling is to promote diversity and making them feel valued.
Data analysis: After collecting and targeting people in primary data collection,
researcher has to analyse collected data. Qualitative and quantitative are 2 types of data analysis.
In qualitative data analysis tool, non-numerical or qualitative data are being analysed. Via
quantitative data analysis tool, numerical or quantitative data analysis tools are being used. This
study is qualitative so, scholar has used thematic data analysis tool as qualitative.
Ethical consideration: Ethics in research plays a vital role because it helps researcher in
completing study successfully by knowing the difference between the right and wrong. Some
ethics that need to be followed while developing research study include: to promote diversity by
providing equal and fair chance to all participants. To allow participants to skip questions. To
maintain privacy of information.
FINDINGS
Theme 1: What is your favorite way to ordering a meal?
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Answers Frequency
In person
5
Telephone
3
Via the restaurant website delivery service
6
Via food delivery service Apps
9
I don’t order Take Away at all
7
Interpretation: Out of 30 people, 5 people said that they order their favorite meal by in person
and 3 people said that order via telephone. 6 people said that restaurant official website is the
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most used way of ordering meal, 7 people said that they go directly to restaurant and take away.
Majority of people or 9 people said that they order meal via food delivery service app such as
Zomato, Uber and others.
Theme 2: How often do you spend on delivery food each week?
Answers Frequency
less than once a week
6
Once a week
11
2-3 times
7
4-5 times
4
More than 5 times per week
2
6