Analyzing Uber Eats Food Delivery Issues and Customer Satisfaction

This report analyzes the food delivery system of Uber Eats, focusing on the impact of delivery issues on customer satisfaction. It begins with an introduction to Uber Eats, highlighting its role in online food ordering and delivery. The background section identifies the problem of late deliveries due to navigation issues. The management problem is defined as the impact of these issues on customer satisfaction, with research objectives aimed at identifying problems, assessing impacts, and suggesting improvements. The literature review explores Uber Eats' food delivery system, navigation problems, and their effects on customers. The research design adopts a deductive approach, using both qualitative and quantitative methods, including surveys and interviews, to gather data. Ethical considerations and research limitations are discussed, along with a proposed timeframe and budget for the research. The report aims to provide insights into improving Uber Eats' delivery system and enhancing customer satisfaction.

Running head: MANAGING RESEARCH
Impact Food Delivery Issues on Customer Satisfaction of Uber Eats
Name of the Student:
Name of the University:
Author’s Note:

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Table of Contents
1. Introduction and Background......................................................................................................3
1.1 Introduction............................................................................................................................3
1.2 Background to the Problem...................................................................................................3
2. Management Problem..................................................................................................................4
2.1 Problem Definition................................................................................................................4
2.2 Research Objective................................................................................................................4
2.3 Research Question.................................................................................................................5
3. Literature Review........................................................................................................................5
3.1 Food Delivery System of Uber Eats......................................................................................5
3.2 Issues with Navigation and Food Delivery System of Uber Eats..........................................6
3.3 Possible Impact of Food Delivery Issues on Customers.......................................................6
3.4 Effective Ways to Improve Food Delivery of Uber Eats......................................................7
4. Research Design..........................................................................................................................8
a. Over Research Design and Justification..................................................................................8
b. Sources of Data........................................................................................................................9
c. Conceptualisation and measurement......................................................................................10
d. Data collection/Generation methods......................................................................................10
e. Data Analysis.........................................................................................................................11
5. Ethical Issues and Limitation of the Proposed Research...........................................................12

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5.1 Ethical Issues.......................................................................................................................12
5.2 Limitation of Research........................................................................................................12
6. Proposed Time Frame and Budget of the Research...................................................................13
6.1 Proposed Time Frame..........................................................................................................13
6.2 Budget of the Research........................................................................................................13
Reference List................................................................................................................................14

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1. Introduction and Background
1.1 Introduction
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.
1.2 Background to the Problem
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.

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2. Management Problem
2.1 Problem Definition
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.
2.2 Research Objective
 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

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2.3 Research Question
 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?
3. Literature Review
3.1 Food Delivery System of Uber Eats
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.

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3.2 Issues with Navigation and Food Delivery System of Uber Eats
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.
3.3 Possible Impact of Food Delivery Issues on Customers
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

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of customer dissatisfaction (Heidenreich et al. 2015). In this way, such issue can also influence
the overall revenue and profit volume of the organization.
3.4 Effective Ways to Improve Food Delivery of Uber Eats
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.

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4. Research Design
a. Over Research Design and Justification
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

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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.
b. Sources of Data
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.
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

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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.
c. Conceptualisation and measurement
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.
d. Data collection/Generation methods
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

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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.
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.
e. Data Analysis
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

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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.
5. Ethical Issues and Limitation of the Proposed Research
5.1 Ethical Issues
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.
5.2 Limitation of Research
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.

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6. Proposed Time Frame and Budget of the Research
6.1 Proposed Time Frame
Month 1 Month 2 Month 3
Milestone Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12
Intoduction
Prolem Definiton
Establishing Research Objectives
Framing Research Structure
Literature Review
Discussing Theories and Models
Conducting Article Analysis
Finding Empricial Data
Research Methodology
Research Design
Setting Research Tools and Methods
Conducting Data Collection
Findings and Analysis
Conducting Data Analysis
Interpretation of Data
Conclusion and Recommendation
Stating Research Summary
Suggesting Recommendation
Figure 1: Proposed Timeframe for Research
(Source: Created by Author)
6.2 Budget of the Research
Expenses Units Cost Per Unit Total Cost Per Unit
Research Equipment
Cell Phone 1 235.00$ 235.00$
Mobile Internet (Modem) 1 35.00$ 35.00$
Hard Drive 1 100.00$ 100.00$
Laptop 1 500.00$ 500.00$
Digital recorder 1 200.00$ 200.00$
Toner for printer 1 70.00$ 70.00$
Color Printer 1 150.00$ 150.00$
Research Material
Survey Monkey Subscription Fee 1 31.00$ 31.00$
SPSS Software 1 35.00$ 35.00$
Usage charge (Cell phone) 10 7.00$ 70.00$
Mobile internet Charges 10 10.00$ 100.00$
PenDrive 2 15.00$ 30.00$
Photocopies 50 1.00$ 50.00$
Anti-virus Software 1 500.00$ 500.00$
Paper/pen/marker 10 2,000.00$ 20,000.00$
Publication and Dissemination
Journal Application Fees 5 600.00$ 3,000.00$
Printing and Binding Thesis 1 250.00$ 250.00$
Printing and Binding Reports 1 250.00$ 250.00$
Total Expense 25,606.00$
Figure 2: Budget of the Research
(Source: Created by Author)

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