The Increasing Popularity and Service Quality Assessment of Online Food Ordering Applications in the COVID-19 Pandemic. A Study of Uber Eats in Poland

Monika Ziółko, Katarzyna Sułek, Yuliia Suprunenko, Karolina Werońska, Dorota Dziedzic

Abstract


Theoretical background: The COVID-19 pandemic has a significant impact on every aspect of the economy and society. It forced changes in the functioning of many enterprises, also in the field of food production and delivery, and widely understood supply chains. The situation in the world has also contributed to changes in consumer behavior, which translated into, for example, forms of food delivery and payment.

Methods: The aim of the study is to determine the level of satisfaction of Uber Eats consumers in Poland, as well as customer behavior and habits during the COVID-19 pandemic. Another aim of this study is to identify problems and causes of customer dissatisfaction at every stage of the delivery chain. A survey of Uber Eats users is conducted to collect data on the level of satisfaction with the services offered by this company. The collected data was analyzed by means of a comparative analysis covering the two periods in which the study was conducted.

Results and conclusions: Researching customer satisfaction in various areas has long been of interest to scientists. Particular interesting conclusions in this regard can be observed during the restrictions related to the COVID-19 pandemic, which introduced many restrictions in the everyday life of consumers, e.g. restaurants and eateries were closed, it was only possible to order take-out or with delivery. Research carried out at that particular time could change the behavior of customers, influence their opinion, and change the requirements and preferences. The study enables a new look at food ordering services in times of epidemics and evaluates the functioning of the Uber Eats supply chain in Poland.


Keywords


consumers satisfaction; Uber Eats; coronavirus pandemic; consumer behavior; food supply chain; COVID-19

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DOI: http://dx.doi.org/10.17951/h.2021.55.4.73-95
Date of publication: 2022-05-08 07:53:16
Date of submission: 2021-02-26 20:58:10


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