A Study on The Types of Abuses Faced by Food Delivery Workers and Its Impact on Them in Bangalore

Abstract

Globalization, urbanization, time-bound professional commitments, etc. led to the creation of a new vertical in the service sector, i.e. delivery workers. As in most service industries, food delivery workers also face a lot of complications in their work life such as the abuse received from customers. The origin of such abuses generally arises from the dissatisfaction of the customers (delay in delivery, missing food items, etc.). However, these factors need not be solely the delivery agent’s fault. The objective of this study is to explore and understand the different types of abuses faced by the food delivery workers and its impact on their professional life in Bangalore, India. The sample size is 300 male food delivery workers. It is a survey-based study with a questionnaire containing close-ended questions with predetermined options. Random sampling method is used. Tabular and graphical statistical method is used to analyze the data. The result observed is that the types of abuses faced is financial (28%), verbal (59%) and a combination of both financial & verbal abuse (13%). The reason for the financial abuse is seen to be mainly due to fake orders with a percentage of 53.5% and for verbal abuse the cause is delay in delivery with a percentage of 61%. 92.8% of respondents who face financial abuse are victim to financial loss, 83% of respondents who face verbal abuse do not have any severe impact on their work life. Although 10.1% of them fear getting abused again.