Exploring food delivery services in Helsinki : a study on Wolt courier partners
Hussain, Ali (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052013502
https://urn.fi/URN:NBN:fi:amk-2024052013502
Tiivistelmä
The food delivery sector is changing quickly, relying on effective courier partnerships for operational efficiency and customer satisfaction. This study focuses on Wolt, a prominent player in Finland's food delivery market, investigating courier partnerships through interviews with Wolt courier partners. Important information was collected about communication, job satisfaction, flexibility, and Wolt's support systems.
The results highlight how important it is to follow employment regulations and give courier partners a secure, competitive workplace. Although there is space for improvement in areas like customer communication—specifically, addressing operational challenges and, most significantly, festival bonuses, most partners found Wolt's adaptability sufficient. Continuous communication, support for partners, operational enhancements, and bonuses are crucial for long-term success in this competitive landscape. Future studies are encouraged to examine innovations and sustainability initiatives aimed at improving the experiences of couriers and customers. This study provides insightful information to enhance food delivery service quality, customer happiness, and operational efficiency despite data restrictions and industry changes.
Overall, this thesis expands our knowledge of the opportunities and difficulties facing the food delivery sector, with a particular emphasis on improving courier relationships to encourage positive change and guarantee that businesses such as Wolt provide outstanding customer experience.
The results highlight how important it is to follow employment regulations and give courier partners a secure, competitive workplace. Although there is space for improvement in areas like customer communication—specifically, addressing operational challenges and, most significantly, festival bonuses, most partners found Wolt's adaptability sufficient. Continuous communication, support for partners, operational enhancements, and bonuses are crucial for long-term success in this competitive landscape. Future studies are encouraged to examine innovations and sustainability initiatives aimed at improving the experiences of couriers and customers. This study provides insightful information to enhance food delivery service quality, customer happiness, and operational efficiency despite data restrictions and industry changes.
Overall, this thesis expands our knowledge of the opportunities and difficulties facing the food delivery sector, with a particular emphasis on improving courier relationships to encourage positive change and guarantee that businesses such as Wolt provide outstanding customer experience.