FINALE - Chapter 1-5

Chapter I
THE PROBLEM AND ITS BACKGROUND
The food delivery industry has grown noticeably due to the increase in
online food ordering and delivery services. This growth has resulted in a
significant increase in the number of workers in the industry. Despite this growth,
these workers face challenges such as job insecurity, low wages, and demanding
working conditions.
According to the studies, food delivery riders tend to violate the laws to
have a good rating from the customers, which may result in an accident. Chung
Y. et. al (2014), said that in Korea, more than 56% of motorcycles are utilized to
deliver packages and meals. Considering that deliveries need a quick service,
most motorcyclists commit traffic offenses such as crossing the center line,
speeding, running a red light, and going in the opposite direction along one-way
streets while delivering.
With the new trend of on-demand food delivery in the Philippines, there is
a growing need for Filipinos to rely on e-commerce platforms for food and other
purchases. Bernades and Ilagan (2020), stated that rain or shine, delivery
workers are out on the road, battling traffic, tiredness, and other logistical
challenges, not to mention scammers, to complete orders on time. This job, like
any other, has its ups and downs—finding help when people need it most and
assisting in return. Their job is physically demanding, which adds to their stress.
According to Sumangil (2020), food delivery riders suffer prank orders and low
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pay due to the increasing demand for take-out food during the pandemic. Due to
a lack of bookings, they also earn less than P1,000 a day, even if they travel for
more than 12 hours. Grab Philippines will return payment for items purchased by
no-shows or hoax reservations.
Food delivery riders in Davao City face various challenges in their work.
One of the main challenges is navigating through the high traffic volume and
poorly maintained roads in the city. Also, safety concerns, such as accidents and
theft, are the common challenges of food delivery riders in Davao City.
Additionally, riders may struggle to meet tight delivery deadlines and deal with
payment issues, such as delayed payments, low pay rates, or canceled orders.
Moreover, since food delivery riders are often classified as independent
contractors, they may not have access to benefits such as health insurance, paid
leave, or retirement savings. Librado said fake bookings or delivery scams also
put a risk on the delivery riders' financial security because these ends up listed
as order cancellations and could result in a rider's suspension, (Lumawag,
2021).
While the studies mentioned above shed light on some of the challenges
faced by food delivery workers in Juna Subdivision, Matina, more research is still
needed in this area. For instance, there is a lack of research on the psychological
impact of food delivery workers. Additionally, there is a need to investigate how
food delivery workers in Juna Subdivision, Matina, manage work-life balance,
given the long working hours. Thus, more studies should be conducted on these
workers' experiences and challenges. Food delivery workers face various
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challenges, including low salaries, extended hours of work, and physical risks.
These issues are likely to harm the workers' physical, mental, and social well-
being. Understanding these research gaps will help develop effective policies
and interventions to improve the working conditions and quality of life of food
delivery workers in the area.
As the researchers conduct a comprehensive study on the experiences
and challenges faced by food delivery workers in the Juna Subdivision, Matina.
Through interviews, the researchers will identify the common challenges these
workers face, evaluate the impact on their performance rating, job satisfaction,
and overall well-being, and identify coping strategies used by the workers. The
study aims to provide recommendations to address the identified challenges and
improve the working conditions and well-being of food delivery workers in the
area.
Purpose of the Study
This research aims to learn about the experiences and challenges that
delivery workers face at Barangay Matina, Juna Subdivision. Failure to deliver
occurs when one of the parties in a transaction fails to meet their obligation to
pay for or supply an asset, as well as the prank order, which includes instant
cancellation or when the customer does not show up when the order is being
delivered.
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Research Questions
This problem explores the experiences and challenges of food delivery
riders, who are facing problems doing their job. Initially, it seeks to answer the
following questions:
1. What are the lived experiences of a food delivery worker in the
present time?
2. How do the various challenges affect the performance rating of the
food delivery worker from the customer?
3. How did they adapt to the challenges they faced as a food delivery
worker during this time?
Scope and Delimitation
This study will focus solely on the experiences and various challenges faced
by food delivery riders, including low pay, long work hours, and physical risks.
The participants in this study will approach 3 (three) Food Panda, and 2 (two)
Grab food delivery riders in Juna Subdivision, Matina and request their consent
to participate. The focus of this study will be the results of the participant
interviews. This study sought to identify the different experiences and difficulties
of a selected group of food delivery workers in Juna Subdivision, Matina. Also,
the paper's main objective will be to thoroughly summarize the experiences and
difficulties of the participants. Researchers will carry that out to establish an
empirical basis for helping a chosen group of food delivery riders overcome
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difficulties related to their job responsibilities, work schedules, interactions with
clients, and other aspects of their employment.
Significance of the Study
The significance of this study is to explore the challenges and benefits of
food delivery industry workers in the Juna community, this study aims to solve
the challenges and problems of food delivery workers.
This study will be fundamental to the following individuals to emphasize
this topic:
Customers. This study will encourage customers by becoming more
aware of the challenges that food delivery industry workers face and taking
steps to avoid actions that may cause additional problems for them.
Food Delivery Workers. Food delivery workers can benefit from this
study by having their challenges and problems be better understood and
potentially addressed. This study can help establish potential solutions and
interventions that can improve the working conditions and well-being of these
workers.
Community. The community in general will benefit from this study as it
sheds light on the challenges faced by food delivery industry workers, allowing
for a better understanding and potential improvement of their working
conditions. It will also highlight the potential benefits that can be derived from
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addressing these challenges, ultimately contributing to the overall well-being
and livelihoods of the community.
Researchers. It has the potential to aid researchers in this study as well
as to raise and spread awareness about these situations. This study may also
serve as a basis for future research on this topic, potentially leading to a more
comprehensive understanding of the experiences and challenges of food
delivery industry workers in other locations.
Future Researchers. They will be able to learn more about this research
and better understand it. They can widen their ideas and access their new
learnings from the results and findings of this study.
Definition of Terms
The words listed below are defined both conceptually and operationally,
and they may be useful to gain a better understanding of the research.
Delivery. Conceptually, it refers to the act of taking goods, letters, parcels,
etc. to people's houses or places of work (Cambridge Dictionary). Operationally,
it refers to the specific act of transporting food from a restaurant or food
establishment to a customer's location as part of a food delivery service.
Experiences. Conceptually, it refers to something one has personally
encountered, gone through, or lived through (Merriam-Webster Dictionary).
Operationally, it refers to the specific personal encounters, situations, and events
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that the selected food delivery industry workers in Juna Subdivision, Matina have
faced while working in the food delivery industry.
Challenges. Conceptually, In Collins Dictionary, challenges are
something new and tough that needs a lot of effort and perseverance.
Operationally, it refers to the specific obstacles, difficulties, and problems that the
selected food delivery industry workers in Juna Subdivision, Matina have
encountered while working in the food delivery industry.
Industry. Conceptually, it refers to the companies and activities involved
in the process of producing goods for sale, especially in a factory or special area
(Cambridge Dictionary). Operationally, it refers to the specific sector of the
economy that involves the production, distribution, and delivery of food to
customers, particularly through food delivery services, such as Food Panda
and/or Grab.
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Chapter II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter presents the related literature and studies, both local and
foreign that will give further information on the subject matter and a more precise
understanding for the readers of the topic. Food delivery becomes a part of the
daily living of some people. Since this pandemic has affected all endeavors,
people must gain the necessary knowledge, as the workers in the food delivery
industry experience challenges in their chosen field of work.
Review of Related Literature
1.1 Foreign Literature
According to Mbare (2023), food delivery platform work involves couriers
who spend most of their time on the field, going around restaurants, and
residential areas to pick up and deliver food to customers. This physical work
environment is psychologically and financially stressful for the workers,
negatively impacting their mental well-being at work.
The food delivery industry faces various challenges in its day-to-day
operations. These challenges can be broadly categorized into four types:
operational, customer-related, organizational, and technological. Operational
challenges include navigating through traffic, waiting for orders at restaurants,
and finding unfamiliar locations. Customer-related challenges involve managing
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difficult customers and delivering food to unsafe areas. Organizational challenges
include low wages, job insecurity, and limited access to benefits like health
insurance. Technological challenges include technical issues with the food
delivery app or website (Kumar & Meena, 2022).
There is a belief that workers in the gig economy, like food delivery, are at
a disadvantage compared to traditional employees because they do not have the
same protections and opportunities to learn new skills. Gig workers are more
concerned about improving the tools they use for work, such as making them
more flexible and productive, rather than getting more protections or
opportunities to learn new things (Bates, et al., 2018).
The European Pillar of Social Rights emphasizes the importance of
creating a healthy, safe, and appropriate work environment for workers. This
includes providing workers with high levels of protection for their health and
safety at work, adapting the work environment to their professional needs, and
safeguarding their data. However, platform workers often face physical and
psychological health and safety risks due to inadequate work environments and
equipment, and they are usually responsible for their own health and safety
issues (Kiss, 2022).
In addition, delivery drivers often have to provide their equipment, and
some even go into debt to do so. Moreover, they do not receive medical
insurance. Therefore, there is a need to change labor laws to recognize delivery
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drivers as workers and provide them with appropriate rights. This change will
help end the precariousness of essential jobs in society (Ramirez, 2021).
According to Gyaan (2020), one major challenge for the food delivery
industry is changing customer preferences. To attract and retain customers, food
delivery services strive to offer the best value at the lowest cost. The competition
in the market has become intense, and food delivery companies have ramped up
their marketing efforts to attract customers. As a result, customers have many
options to choose from, making it challenging for food delivery companies to
stand out.
Khafagy (2021) also stated that delivery workers who use online apps
have reported that their work has become less stable, more dangerous, and
increasingly lonely. Before the gig economy, delivery workers were directly
employed by restaurants and had a set schedule. With online apps, they are paid
only when they make a delivery and if there is no delivery, there is no money.
Food delivery apps do not always give workers all of their tips or sometimes
deduct them from their pay.
In addition, delivery drivers in the gig economy have been victims of
physical assaults, and robberies. As independent contractors, gig workers have
fewer rights than company employees, which may lead them to feel pressured to
complete a delivery to keep their job even under dangerous circumstances,
(Writer 2022).
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Nonetheless, companies should improve working conditions for delivery
workers by avoiding punishing workers who receive poor ratings, by deactivating
them from their platforms without providing information on how they can improve
their performance (Plasencia E. et al., 2022).
1.2 Local Literature
According to the Market Research Philippines (2022), the food service
business was one of the hardest hits during the epidemic, with nearly no in-store
dining permitted during the year. As the country's restaurants and other food
companies faltered, many relied on internet meal delivery services to supplement
their income as movement control orders were implemented. In 2020, the meal
delivery market in the Philippines had a total revenue of 55 billion Philippine
pesos.
Food delivery riders in the Philippines face a wide range of issues in their
job, including not only unjust and dangerous working conditions but also financial
insecurity. On a daily basis, these riders face a variety of challenges while
dealing with low wages, unreliable income, and limited access to social
assistance. Also, the risk is increased by their employment being suspended or
terminated unlawfully and unjustly, leaving them in a never-ending state of
uncertainty and instability (IUF Asia/Pacific, 2022).
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In demand for essential delivery services soared when the Philippines'
community quarantine was enforced. From breakfast to supper and everything in
between, consumers in various regions of the country rely on them for food and
other needs. Being a food delivery rider might be exhausting at times, but riders
must remain cool, especially when unpleasant energies are present. Food riders
become more exhausted when anxious (Mercurio, 2020).
A study stated that food delivery riders serve their clients with the risk of
getting exposed to different viruses but they like doing this type of work since this
also doubled their income thus giving tips or extra money for their service has
always been there. However, despite the income, there is also a risk knowing
that driving a motorbike can sometimes be unpredictable. These are all the
crucial roles of food delivery riders during this pandemic (Ayapana, et al., 2022).
Therefore, being a food delivery rider is super dangerous. Being
constantly on road, minimal mistakes can lead to a major injury. Roads
sometimes become slippery which makes it harder for this type of job. Food
delivery riders wait for orders not just in stores but also on the streets everywhere
waiting for order confirmations from the customers. Unlike the customers, food
delivery riders do not eat on time, endure traffic, and sometimes get lost even
with technology such as google maps and other tracking devices there are
places that are hard to find especially for those who are starting (Lachica, 2021).
The Department of Labor and Employment has called for a new law to
protect delivery riders, and it released an advisory to help set standards in
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determining the working relationship between delivery riders and food delivery
companies. Delivery riders considered employees of food delivery apps are
entitled to minimum benefits under the Labor Code of the Philippines (Bello III,
2021).
In addition, the Department of Labor and Employment (DOLE)
issued Labor Advisory number 14, Series of 2021, “Working conditions of
delivery riders in food delivery and courier activities” pursuant to the provisions
of Article 5 of the Labor Code of the Philippines, and Republic Act No. 11058
(Department of Labor and Employment, 2021).
According to Aguila, et al., (2023) their study revealed various coping
mechanisms employed by these riders in their demanding line of work, such as
prioritizing road safety measures, seeking additional sources of income through
tips and incentives, and adapting to the flexible working hours offered by the job.
This serves as strategies for food delivery riders to navigate the obstacles they
encounter, highlighting their resilience and adaptability within the industry.
The food delivery industry is extremely important to the Philippines'
economy. According to one survey, there has been a significant increase in both
food delivery and e-commerce, with year-on-year growth rates of 48 percent and
58 percent, respectively. Also, this industry has played a critical role in job
development, providing job opportunities to Filipinos, notably during the difficult
time of the epidemic when many people lost their jobs (Phillipneris, 2021).
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According to Garcia (2021), the pandemic has raised the demand for food
deliveries, creating both opportunities and challenges for industry entrepreneurs.
He said that there is a need to adapt to evolving customer preferences, providing
valuable insights into the dynamic landscape of the food delivery sector in the
country.
Review of Related Studies
2.1 Foreign Study
According to the study of Wang et al., (2019), being a food delivery rider in
the gig economy attracts workers with the premise of flexibility and freedom.
Additionally, findings showed that food delivery riders gain the experience of
freedom in many aspects. From flexible working hours, body movement, and
immediate cash transfer to freedom from many other regulations, being a rider
represents a free lifestyle and a way to control one’s fate.
In contrast, Nasreen & Purohit (2018) studied the working conditions and
social security difficulties of delivery workers in Delhi, India, and attempted to
explain these issues from Marxian views of alienation and precariousness. While
the usual length of employment in the delivery industry is about eighteen months,
they discovered that job stability has become a worry. In addition, many do not
have appropriate social security coverage, leading to their involvement in
informal jobs.
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Lee (2018) discovered that in New York City, food delivery cyclists are
frequently male immigrants from South America or Asia who are embedded in
intersectional and intertwined networks of international migration and economic
flows. These riders deal with strong time constraints imposed by businesses and
patrons, unstable tip-based incomes, an e-bike ban, broken window
enforcement, and dangerous streets intended for cars.
Furthermore, the COVID-19 situation has had a significant impact on
employees in India's expanding gig economy, especially those who transport
meals. They face drastically reduced income as well as the risk of contracting an
infection while at work (Krishna, 2020).
In Taiwan, Chen (2023) studied the impacts of job stress on food delivery
motorbike riders distracted and unsafe driving behaviors. Chen discovered that
job overload and time constraints had a beneficial impact on riders' job stress,
while self-efficacy has a modest calming effect.
Huang (2023) looked into the hazardous working conditions faced by
Chinese food delivery drivers in the platform economy and discovered that the
platform outsources the labor services for food delivery to third-party labor-hire
organizations to avoid its employer obligations to drivers. The platform also uses
predatory algorithmic management to manipulate the labor process for egregious
exploitation. Drivers who migrate from rural areas to cities are institutionally
stripped of their citizenship rights, making them urban residents with precarious
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socioeconomic conditions. These factors combine to create low-paying,
precarious, unpredictable, and hazardous working circumstances.
Huang (2022) also investigated the COVID-19 crisis' effects on platform-
based food delivery drivers in China, paying close attention to the working
environment. Huang demonstrated how the pandemic drastically increases the
precarity of drivers' jobs and lives, leading to growing job insecurity, unstable
finances, and subordinate class identity.
The study conducted by Ishak et al. (2022) analyzed data on traffic
accidents involving Malaysian food delivery riders (p-Hailing) and identified
several factors that contributed to these incidents. In addition to speeding,
running red lights, and slick road conditions, other factors such as fatigue, lack of
road familiarity, and increased pressure to meet delivery targets were also found
to play a role. The researchers stressed the importance of addressing these
factors through enhanced road safety training, improved rider awareness, and
the implementation of supportive measures by food delivery platforms to promote
the safety and well-being of the riders.
To explain the unsafe behavior of food delivery motorcycle riders in
Vietnam, Nguyen-Phuoc et al. (2023), the study suggested a novel theoretical
model based on the Job Demands-Resources (JD-R) model. The authors
discovered that personal expectations, employment resources, and job fatigue
directly impact dangerous riding behaviors. The demands of the job, available
resources, and perceived safety risk, on the other hand, were not reliable
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predictors of unsafe riding behaviors. The study emphasizes the significance of
altering organizational-level variables to stop dangerous riding behavior.
Lastly, Xue et al (2021), the study examined the operational difficulties
that takeout food service providers encounter while scheduling riders for
immediate meal deliveries. To best schedule riders based on changes in client
demand over time and location, they created a two-stage methodology. The
model's goal is to schedule the fewest number of riders possible to meet delivery
deadlines and diverse client demands with the least number of riders possible.
2.2 Local Study
In Manila, Rivas (2020) studied the experiences of delivery riders with
prank deliveries and late canceled orders. The process of delivery service is that
the rider pays for the food before delivering it to the customer, and the customer
shall pay the original price of the food along with a small added amount which is
considered as the revenue or income of the rider. And those riders who were
unlucky enough to encounter these experiences suffered huge losses.
In the context of food delivery systems, Solitario (2021) conducted a
literature and mobile apps review and found that the rise of fake delivery
bookings has become a significant problem, particularly in the Philippines where
fraudulent transactions are extremely rampant during special occasions and
pandemic periods.
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According to the study of Andal, et al., (2022), there are two types of Food
Delivery riders: those working full-time in the food delivery service industry and
those considering it a part-time job. There is also a difference in the impact
between being a part-timer and a full-timer in terms of a canceled order or a
prank order. For a part-time rider, a canceled order or prank order would not be
too much of a big deal because this job is not the rider’s main income provider.
Meanwhile, for a full-time rider just a single prank order or canceled order would
be a huge blow to the rider’s income.
In addition, there are also the chances of an accident occurring, repairs,
gasoline expenses, and low income that the riders need to consider. All of the
delivery riders' income is dependent on how many people or customers use the
delivery service. Accidents, repairs, and gasoline cost money which is hard on
the pockets of a delivery rider (Cecille & Gomez, 2023).
According to Binghay (2022), the experiences of delivery riders like pranks,
accidents, robberies, expenses, dire financial situations, and burdens on one's
shoulders cause a lot of stress to the individual and it may cause a decrease in
one's performance. The emotional and physical state may be affected by the
rider’s experiences whether they be bad or good.
Most delivery service riders that have experienced a lot of problems and
challenges create a solution or strategy whenever they encounter certain kinds of
situations. For example, driving cautiously when it is raining to avoid an accident.
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However, there are some unavoidable situations where there is nothing that can
be done. (Hugo, 2022).
Ayapana et al. (2022) conducted a study on the experiences and
challenges faced by food delivery riders amidst the COVID-19 pandemic using
Interpretative Phenomenological Analysis (IPA) with 10 participants. Results
revealed that the participants’ experiences were centered around self-concept,
frustrations, self-esteem, anxiety, burnout, challenges, booking, weather,
sanitation, customer, location, and coping mechanisms. These experiences were
impacted by the pandemic, which made them urge to strategize and create
restrictions on themselves.
Another study by Anonymous (2022), discovered that hotel staff evolved
coping techniques to maintain their well-being during the COVID-19 outbreak.
While these studies do not directly focus on food delivery workers, they do
provide insights into the issues faced by service industry workers in Davao City
and their coping techniques to overcome them.
In addition, De Guzman et al. (2022) discussed the challenges faced by
the Order Mo food delivery company in Bulacan, Philippines, which include
delivery challenges, fake bookings, and issues related to merchants and
customers.
Moreover, food delivery riders face various of stressors at work, including
volatile and stressful working circumstances, dealing with unreasonable
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customers, managing their time and workload, and coping with health and safety
issues during the COVID-19 pandemic. They have developed numerous coping
mechanisms to deal with these stressors, such as maintaining a positive attitude,
employing selected coping strategies, and employing mindfulness techniques
(Comandante, et al., 2021).
Synthesis
The food delivery industry is psychologically, mentally, physically, and
financially stressful and exhausting for the workers. The work environment is
harsh and is not good for the workers’ mental well-being. The riders of this
service industry face various challenges in its day-to-day operations, and the
riders have an extremely low salary despite having lots of ordeals.
Food delivery industry workers do not have medical insurance, and as
independent contractors, they have fewer rights than company employees. They
may also be victims of physical assault for delivering the wrong orders, and
robberies. The intense competition in the food delivery market has also made it
challenging for companies to stand out and attract and retain customers.
The studies cited above emphasize the need to improve working
conditions for delivery workers and change labor laws to recognize them as
workers and provide them with appropriate rights.
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In addition, delivery riders also have to provide their equipment or
vehicle, in which others even go into debt to do so. Therefore, being a rider in
these kinds of the industry is far riskier compared to being a delivery worker that
was directly employed by restaurants and food establishments.
Theoretical Framework
This study is anchored by Glaser and Strauss (1967) developed the
Equity Theory, which is concerned with studying social processes related to
group relationships and behaviors. Grounded Theory (GT) is a research method
that generates theories based on data that has been systematically collected and
analyzed. (Mattila & Wang, 2010) utilized a grounded theory model to investigate
management issues regarding the stress, emotions, and coping mechanisms of
service providers during intercultural service encounters. The study found that
such encounters can cause stress and negative emotions for service providers,
and while some use coping techniques, others avoid international customers.
Additionally, (Gurumurthy, et al., 2021), developed a grounded model that
identified the challenges faced by food delivery riders during Covid-19. These
challenges were grouped under four categories: operational, customer-related,
organizational, and technological issues. While some of the challenges were
inherent to the on-demand food delivery supply chain, they were exacerbated by
the pandemic, while others were specific to the pandemic. Overall, the literature
suggests that food delivery industry workers encounter various experiences and
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challenges in their daily lives. Addressing issues such as working conditions and
rider problems can improve work efficiency and achieve operational excellence.
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Chapter III
METHODOLOGY
This chapter introduces the study's research design, research locale,
research instrument, research participants, data gathering procedure, data
analysis, and ethical considerations.
Research Design
In this qualitative study, the phenomenological study will be employed as
the research design. Phenomenological research design is a qualitative
approach that seeks to understand the essence and meaning of human
experiences by exploring the views of people who have encountered a
phenomenon. By focusing on individual experiences and perceptions, this
method challenges more structural or impartial observer perspectives, and offers
a unique perspective that can reveal underlying themes, patterns, and meanings,
(Delve & Limpaecher, 2022).
The Phenomenological approach allows us to understand the material of
food delivery workers’ views in terms of their objectives in life. The study of how
we see and comprehend phenomena as they arise in our lives and the
importance they have in our lives. The phenomenological study helps obtain the
truth from people's reports of their experiences, challenges, and feelings, as well
as to create precise descriptions of the event (Neubauer, B. E., et al. 2019).
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Locale of the Study
The research will be conducted at Juna Subdivision in Matina, Davao City.
This is where most of the food delivery riders are seen. Also, the most
convenient place to conduct research for the researchers.
Figure 1: Map of Juna Subdivision, Matina, Davao City
Research Instrument
The researchers devised their structured interview guide. Each question
was prepared after careful observation and detailed investigation based on what
the researchers wanted to learn more. Three research validator professionals
validated the key informant interview guide. The study will employ an in-person
interview as the research design to gather information from the participants
regarding their experiences and challenges related to their profession.
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Participants of the Study
The participants of this study are the delivery riders who are assigned at
Juna Subdivision, Matina, Davao City. Purposive sampling will be used to select
potential participants for this study because it typically entails selecting carefully
to meet specific goals. The researchers will look for participants who could
provide in-depth and detailed information about what the researchers looking
into. Five delivery riders will be able to participate in the interview. Three (3) Food
Panda delivery drivers and two (2) Grab delivery drivers.
Data Gathering Procedure
For the data gathering procedure in this future study, the researchers will
first make the problem and its background. They will then write a letter to the
food delivery riders at Juna Subdivision in Matina, requesting permission to
conduct the study and consent for data collection. The researchers will validate
the interview guide with open-ended questions through research professionals.
Additionally, the participants will be notified that data collection will take place in
person at their leisure and will be recorded to offer reliable information. To
guarantee that the data acquired will be handled appropriately and with
confidentiality, the researchers will hand out the authorization letter and consent
form to the participants. Once the interview concludes, the researchers will
transcribe the narratives and perform necessary analysis on their own to assess
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their experiences and challenges. Finally, they will be able to conclude Chapter
V.
Data Analysis
Collaizi’s Phenomenological analysis will be used by the researchers to
reflect on the research questions. Collaizi's process, which consists of seven
steps, will be used to aid in the extraction, organization, and analysis of such
narrative information:
Step 1: Obtaining a general sense of each transcript.
The collected data will be examined and analyze by the researchers. After
reviewing the participants' reports, they will become acquainted with the data.
Researchers will gain a better understanding of the subject's underlying definition
as a result of this.
Step 2: Identifying significant statements.
The researchers will identify report claims that are directly related to the
phenomenon under investigation. They will look into the details and concentrate
on the factors that appear to be most relevant to the phenomenon under
consideration.
Step 3: Formulation of the meanings.
The reports that are related to the phenomenon being studied will be
classified by the researchers. They will delve into the details and concentrate on
the portion most relevant to the phenomenon under investigation.
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Step 4: Clustering the themes.
The researchers will organize the categorized reports into themes of the
formulated significance after applying steps 1-3 to all of the interviews.
Step 5: Development of a thorough explanation of the phenomenon.
The researchers will describe the phenomenon in detail, incorporating all
of the themes generated in step 4. They will write a detailed description of
everything discovered in steps 1-4.
Step 6: Summarize the description.
The researchers are going to summarize the long explanation into a brief
explanation that includes only the parts that are thought to be essential to the
structure of the phenomenon.
Step 7: Credibility of the data.
The researchers will then give the basic formation to all respondents to see
if their experiences accurately explain it. Furthermore, the researchers will
ensure that the findings' credibility is consistent with the phenomenon.
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Figure 2: Collaizi’s Phenomenological method of analysis by Finlayson,
Ethical Considerations
The participants are given a permission letter that explains the study's
topic, objective, and advantages. This study is optional; participants have the
option of participating or not participating. The beneficence is that the
researchers do not force the participants, ask them politely, and empower them
to answer conveniently. The researchers also secure the data acquired from
public access and ensure its privacy, anonymity, and confidentiality. Written
consent from the Senior High School Principal of the Philippine Women’s College
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of Davao is also requested before the study is effectively conducted. The
interview will be conducted through personal interviews.
Chapter IV
PRESENTATION, ANALYSIS, AND INTERPRETATION
This chapter displays the information obtained from 3 Food Panda and 2
Grab food delivery workers. This chapter also shows that the researchers
produced codes based on the participants' responses and themes constructed
through the codes to broaden and organize the obtained data.
Through in-depth interviews, the participants stated their experiences and
issues in dealing with the challenges as a food delivery workers . They have also
discussed their coping strategies and how their discomforts affect their daily
performances.
After the successful interview, the researchers sent their warm gratitude to
the courageous participants for answering the questions honestly and openly. All
seven participants have different ways of dealing with their periods, but the
attitude towards coping is unilateral.
A. Emergent Themes
This is the analysis on how the selected food delivery industry worker deal
with their challenges as in their everyday lives. These themes emerged from a
thorough examination of the remarkable description from given qualitative
questions found on the transcripts of 5 selected food delivery workers through in
29
person interview. After conducting interviews with the participants, the
researchers discovered three themes in line with their responses. The first
theme, Adversity, consists of the following sub-themes: (a) fraud, (b) harsh
weather, and (c) customer’s behaviour. And the second theme, Coping
strategies, researchers created three sub-themes: (a) being patient, (b) prayers,
and (c) adjusting to customer’s behaviour.
B. Data Analysis
Period Pain Experiences and Coping

Adversity Challenges of the Strategies
Selected Food
Delivery Industry
Workers
Figure 3: Emergent Themes: Adversity & Coping Strategies
The emergent themes that are shown in Figure 3 were created by the
researchers based on the participants’ viewpoints through in-depth interview.
Researchers determined the following themes: (1) adversity, and (2) coping
strategies. The data is focused on the participants’ personal experiences.
Following the formulation of the meanings to the summarization of the
descriptions, researchers have created these emergent themes and then formed
sub-themes that highlight the specific problems under the themes.
30
Before the researchers started asking questions, they read the study’s
objectives and purpose. They also asked permission to record and take
screenshots for documentary and monitoring purposes. While collecting data
from the target participants, researchers have discovered that the selected food
delivery workers go through different challenges and experiences.
Emergent Theme #1: Adversity
Fraud
Customer’s
Adversity Behavior
Harsh Weather
Figure 4: Adversity: Fraud, Harsh Weather, and Customer’s Behavior
Food delivery industry workers face numerous adversities, including the
risk of fraud and scams, with instances of scammed and canceled orders posing
significant challenges. Additionally, they endure the brunt of harsh weather
conditions, often battling unfavorable elements while delivering food promptly.
Moreover, they are exposed to a wide range of customers' behaviors, which can
vary from respectful and appreciative to demanding and difficult, creating
additional stress and challenges in their work (Ahuja, et al., 2021).
According to Participant #1,
31
“… regarding challenges such as cancellations, they have a substantial impact
on us because they greatly affect us, especially when they occur in large
numbers..”
“ …in delivering goods, there are indeed many scams, and there are also
instances where some people refuse to accept their orders, leaving us to deal
with the consequences.…”
“...sometimes, especially when you are alone, you may face difficulties due to
extreme heat or heavy rainfall, making it our most challenging situation…”
Participant 5 also expressed the same thought on how difficult it is when
they encounter harsh weather.
Participant #5,
“When there is flooding and my motorcycle gets damaged, it certainly affects my
work because floods directly impact my ability to perform my job.”
“We have encountered many situations like that, where customers can be
challenging to handle due to their behavior.”
Participant 1 also expressed the same thought on how difficult it is when they
encounter customers behavior.
Participant #1,
“…customers who are impatient and demanding can indeed pose a challenge for
us in terms of how we handle them, especially when they become angry.”
32
The research participants identified several challenges in their respective
roles. They highlighted the substantial impact of cancellations, especially in large
numbers. Delivering goods presented difficulties due to scams and instances
where people refused to accept orders. Extreme weather conditions, such as
heavy rainfall and flooding, posed significant obstacles, affecting their ability to
perform their jobs. Additionally, participants noted that handling difficult customer
behavior, particularly impatience and demands, was a challenge that required
effective management.
The food delivery industry faces various challenges in its day-to-day
operations. These challenges can be broadly categorized into four types:
operational, customer-related, organizational, and technological. Operational
challenges include navigating through traffic, waiting for orders at restaurants,
and finding unfamiliar locations. Customer-related challenges involve managing
difficult customers and delivering food to unsafe areas. Organizational challenges
include low wages, job insecurity, and limited access to benefits like health
insurance. Technological challenges include technical issues with the food
delivery app or website (Meena & Kumar, 2022). In addition to, Ilagan (2020),
also stated that rain or shine, delivery workers are out on the road, battling traffic,
tiredness, and other logistical challenges, not to mention scammers, to complete
orders on time.
33
Emergent Theme #2: Coping Strategies
Adjusting to
Being Coping Strategies customers’
patient behaviour
Figure 5: Coping Strategies: Being Patient, and Adjusting to Customer’s
Behavior
Selected food delivery industry workers felt the challenges while they are
doing their job and how their coping mechanism help them release the tensions
and stress in some way.
According to a systematic review conducted by researchers, it was found
that cultivating a high level of patience proved to be an effective coping
mechanism in decreasing the impact of challenges faced by the participants. The
ability to remain patient in the face of cancellations, difficult customer behavior,
extreme weather conditions, and other obstacles helped individuals navigate
these situations more effectively.
34
“…in dealing with the numerous encounters or challenges you're facing right
now, always remember to stay relaxed be patient and not let the heat of the
situation affect your mindset…”
“...some customers hardly come out or take a long time to come out, so it' needs
patience…”
Taking time to contemplate on what they are grateful for is not merely the
“right” thing to do. It also improves their mood, because it reduces the stress
hormone cortisol by 23%. Research conducted at the University of California,
Davis found that people who worked daily to cultivate an attitude of gratitude
experienced improved mood, energy, and physical well-being. It is likely that
lower levels of cortisol played a major role in this (Bradberry, 2014).
“ we get used to it [customer’s behavior] because we do it every day, in my
opinion…we can, however, learn from it so that we don't make the same
mistakes again.”
In the statement of Participant #3,
“ Keep going, don't stop. Face whatever challenges come your way, and respond
with resilience.”
Participant #5 stated that they have grown used to coping with difficult client
behavior as a result of their regular experiences. They did, however, underline
the need of learning from these experiences in order to prevent making the same
mistakes in the future. Participant #3, on the other hand, emphasized the
35
importance of perseverance and resilience in the face of adversity, underlining
the need to keep going and not give up.
According to Aguila, et al., (2023) their study revealed various coping
mechanisms employed by these riders in their demanding line of work, such as
prioritizing road safety measures, seeking additional sources of income through
tips and incentives, and adapting to the flexible working hours offered by the job.
This serves as strategies for food delivery riders to navigate the obstacles they
encounter, highlighting their resilience and adaptability within the industry.
36
Chapter V
SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS
This chapter summarizes the findings, conclusions, and recommendations
made in the previous chapters of this study, using the interpretation and data
analysis as a foundation.
Summary of Findings
According to the information gathered from the participants, food delivery
industry workers faced various of challenges when they are doing their job, such
as being scammed, canceled orders, wrong pinned locations, harsh weather
condition, and customer’s unpleasant behavior.
Participants in the study used a variety of coping mechanisms to handle the
difficulties specific to their position as delivery riders. One important tactic was
using prolonged patience while dealing with tricky situations or unpleasant
behavior of the customers. They understood the need of keeping composed and
collected so they could deal with upset or demanding consumers more skillfully.
Participants also emphasized the importance of changing their strategy and
behavior to account for the various tastes and expectations of their clients. This
flexibility allowed them to improve their overall performance and offer higher
customer service. Participants also said that their families served as their primary
37
source of motivation since they knew how important it was for them to work as
delivery riders to support their families and ensure a better future for them.
Addressing these challenges is crucial due to their potential impact on the
well-being and job satisfaction of delivery riders. Without proper management,
prolonged patience can lead to emotional exhaustion and burnout. Organizations
should provide support systems and resources, including training programs
focused on conflict resolution, customer service skills, and stress management.
Fostering a positive work environment with open communication and recognition
can further enhance delivery riders' resilience and motivation.
Although they faced various of challenges, they are still working in order to
provide for their family, and to support their own needs.
Conclusions
The results of this study indicate that the food delivery industry presents a
range of challenges for its workers, including scams, order cancellations,
incorrect locations, harsh weather conditions, and difficult customers. Despite
these obstacles, participants in the study demonstrated resilience and employed
coping strategies to navigate their roles successfully. Prolonged patience,
adaptability to customer preferences, and self-motivation were identified as
crucial tactics for managing the difficulties inherent in the job. However, it is
essential for organizations to address these challenges through proper
management and support systems to safeguard the well-being and job
satisfaction of delivery riders. By recognizing and addressing these issues, the
38
industry can create a more supportive and fulfilling work environment for its
workers, enabling them to continue providing for their families and meeting their
own needs.
Recommendations
On the bases of the findings and conclusions derived from this study and
in consideration of the limitations of the study and from the data that the
researchers found, the following recommendations are made for the following:
Customers. The researchers recommend that the customers should treat
food delivery workers with respect and kindness, understanding the challenges
they face. They should provide accurate delivery information and communicate
any concerns politely, while also showing appreciation for exceptional service.
Food Delivery Workers. Researchers recommend that food delivery
workers should continue to exercise patience and adaptability in dealing with
challenging situations and customer behavior. They should seek support from
their families and maintain a strong sense of motivation. It is important for them
to prioritize self-care and seek resources or training opportunities provided by
their organizations.
Community. The researchers recommend that the community shows
respect and support for food delivery industry workers by recognizing their
important role and ensuring they receive fair wages. To foster collaboration, it is
suggested that platforms for open communication and engagement be
39
established, allowing workers and community members, address concerns
together and create a supportive environment for the workers.
Researchers. This study recommends that the researchers should consider
the limitations of this study, such as the sample size and specific context, and
aim to conduct further research to explore additional aspects of the challenges
faced by food delivery workers. They should also consider incorporating
qualitative methods to gain deeper insights into the experiences and coping
strategies of delivery workers.
Future Researchers. Future researchers should expand the scope of their
studies to include a diverse range of food delivery platforms and geographic
locations to capture a more comprehensive understanding of the challenges
faced by delivery workers. They should also explore the impact of organizational
support systems and interventions on the well-being and job satisfaction of food
delivery workers.
40
APPENDIX A
Philippine Women’s College of Davao
University Avenue, Juna Subdivision, Matina, Davao City
Basic Education Department
School Year 2022-2023
May 9, 2023
MA. ELENA O. LICCO

Senior High School Principal
Juna Subdivision, Matina, Davao City
Dear Ms. Licco:
Greetings of Peace!
The undersigned is currently conducting a research entitled, “Various

Experiences and Challenges Of Selected Food Delivery Industry Worker, In
Juna Subdivision, In Matina” as a partial requirement in Practical Research 1
subject. The study aims to determine the challenges and experiences of food
delivery industry workers and how they manage those challenges and what are
their coping strategies.
In line with this, the researchers would like to ask permission to conduct a
research study and administer the interview guide to the chosen participants in
this institution. Rest assured that any data gathered is for academic use only.
May this merit a positive response from your good office. Thank you and God
bless!
Respectfully yours,
LYKA H. MILLOR
Research Representative
Noted by:
MS. CARMILLE FAITH A. CAJIPO
Research Adviser
Approved by:
MA. ELENA O. LICCO
Senior High School Principal
41
APPENDIX B
This interview guide is a researcher-based interview guide that aims to

investigate the experiences of selected food delivery industry workers while they
are doing their job. The participants must be working in the industry for not less
than a year. It will also discuss the difficulties encountered and how these
workers deal with the challenges of being a food delivery rider. The interview will
last not more than 20 minutes. The data that will be gathered for this interview
will be used exclusively for the purpose of academic research only. This study
will be conducted by the researchers of the Philippine Women’s College of
Davao. The information of the participant will remain confidential, and they may
choose to discontinue their participation at any time. No harm will happen to
anyone of the participants.
Consent:
I have read and understood all the information written above. My participation in
this survey is voluntary and I am willing to share the necessary information for
this interview.
Signature of the Participant
APPENDIX B
42

Consent:
this interview.
APPENDIX B
43

Consent:
this interview.
APPENDIX B
44

Consent:
this interview.
APPENDIX B
45

Consent:
this interview.
APPENDIX C
46
May 9, 2023
Mr. Marc Rb Ducut
Davao City
Dear Sir:
Greetings!
The undersigned is a Grade 11 student and in the process of writing research
entitled “Various Experiences and Challenges of Selected Food Delivery
Industry Workers in the Juna Subdivision, in Matina” as a requirement in
Practical Research 1 subject.
With your expertise, I humbly request your time to validate the attached interview
guide to gather the data.
I am looking forward that my request would merit your positive response. God
bless you and your family
.
Thank you and God Bless!
Respectfully yours,
LYKA H. MILLOR
Approved by:

Research Adviser
APPENDIX D
47
May 9, 2023
Mr. Ramon Antunio Karloz Tuyugon
Davao City
Dear Sir:
Greetings!
.
Respectfully yours,
LYKA H. MILLOR
Approved by:

Research Adviser
48
APPENDIX E
May 9, 2023
Mr. Demijohn Apinado Ubay
Davao City
Dear Sir:
Greetings!
.
Respectfully yours,
LYKA H. MILLOR
Approved by:

Research Adviser
49
APPENDIX F
RESEARCH INTERVIEW GUIDE

This interview guide aims to identify and assess the food delivery worker’s
encounters and understanding. This is a study of their experiences and
challenges as food delivery industry workers.
The following questions are self-made by the researchers, which will
assist the researcher and respondents in interpreting and comprehending this
study.
Note:
This interview will be applicable to the selected Grab and Food Panda
workers. The following questions are about your experiences and challenges in
dealing with low-performance ratings, and/or sudden cancellation of orders. Your
answers should represent the most accurate response for the validity of our
research. Please answer all of the questions honestly.
Questions:
1. Demographic profile of the selected food delivery industry workers.
 How old are you?
 Where do you live?
 How long have you been working in the food delivery industry?
2. What are your lived experiences as a food delivery worker in the present
time?
 What major challenges have you encountered as a food delivery
worker?
 What motivates you to continue working as a food delivery worker
despite the difficulties you face?
3. How do these various challenges affect your performance rating from the
customer?
 How do these challenges affect your performance as a food
delivery worker?
4. How have you adapted to the challenges you have faced as a food
delivery worker during this time?
 What strategies have you found to be most effective in overcoming
the challenges you faced?
50
APPENDIX G

Juna Subdivision, Matina, Davao City
Senior High School Department
RESEARCH INTERVIEW GUIDE
This interview guide aims to identify and assess the students’ encounters and
understanding. This is a study of their experiences and how food delivery
workers manage those challenges and what are their coping strategies.
The following questions are self-made by the researchers, which will assist the
researchers and participants in interpreting and comprehending this study.
Note:
This interview will be applicable to the selected food delivery industry
workers in Juna Subdivision, in Matina. The following questions are about your
experiences and how you manage the challenges and what are your coping
strategies. Your answers should represent the most accurate response for the
validity of our research. Please answer all of the questions honestly.
Answers:
Transcript of Interview with Participant #1
Researcher: Pila imong edad?
Participant #1: 35.
51
Researcher: Asa ka nag puyo?
Participant #1: Holy Trinity Ecoland Davao City.
Researcher: Pila naka ka tuig nag trabaho ani na industy?
Participant #1: Almost mga 3 years na.
Researcher: So…unsa imong mga na experience nga.. sa sarili gyud nimo na
challenges hantud karon?
Participant #1: Daghan kog na agian tungod sa among trabaho, labi nag among
pag ka rider daghan mig na encounter sama, customer na lisud sabton ang
batasan, aahhh… ang .. mga.. kahimtang namo sa rider daghan bantayanan,
wala, tou, atubangan kay among gamit karon kay motor man. So daghan kaayo
kag ma encounter labi na sa mga dagkong mga sakyanan. Lisud kaayo aahh..
sabton ang uban labi na sa driver to driver sagaran mahitabo nay mga ahh..
kaning tawag og driver… tawag ana driver to driver…sa mga driver mga lahi lahi,
lisud masabtan.
Researcher: Nya ang sunod kay.. Unsa ang pinaka lisud na challenge imong na
encounter?
Participant #1: Daghan, labi na sa mga maro na customer daghan wrong pin,
inig mamali ka kasaban paka naa puy usahay labi nag usahay saimong sarili
mang lagot pud ka tungod sa kainit labi nag mag ulan mao na among pinaka
lisud na na encounter sa among kinabuhi.
Researcher:nya unsa naga pa motivate nimo ya? Para mag pa dayun ka?
Participant #1: Ang motivation nako sa akong kinabuhi among pamilya tanaw
namo among pamilya nga sila ma buhi namo mao na.
52
Researcher: Nya unsa ang epekto sa mga challenges na imong na encounter sa
imohang performance?
Participant: Kuan lang…among challenges labi na samong trabaho karon…
ahhh maka tabang to sa among.. labi sa pag encounter namo sa among
customer, unsahay malahi among tubag, mausab to namo, labi na saimong sarili
ugali namo kay aron sunod na pag encounter namo sa among customer…lain
aahh…dili nami maka isog kung dili relax lang mi, mao na.
Researcher:Kay maka epekto na sa performance.
Participant #1: Maka epekto sa among performance sa grab.
Researcher: Unya unsa ang mga epekto aning mga challenges sa imong sarili?
Participant #1: Daghan! Mausab imong sarili, mausab imong attitude, labi na
sa… ahhhm, kadaghanan tao, mausab imong sarili ma challenge ka.
Researcher: Gi unsa nimo pag adopt or pag adjust sa mga challenges na imong
na atubang?
Participant #1: Hinay – hinay lang samtang nag trabaho, kay hinay - hinay lang
namog adopt ang mga batasan sa customer, batasan sa mga rider, labi na sa
mga staff sa mga kuan sa mga store, hinay- hinay lang namo ang pag adjust,
adjust lang gyud kanunay.
Researcher: Unsa ang strategies or kanang mga gina buhat nimo para ma
lagpasan na na mga challenges?
Participant #1: Unang una, kanang ampo lang gyud kanunay, labi na sa katong
gi question karon daghan kaayog mga encounter, relax lang kanunay, di mag pa
53
dala sa init sa ulo og kanunay i ampo nato na gwapo atoang pag dagan sa
highway or dalan kay mao ray maka tabang saatoa.
Researcher: I ampo ragyud.
Participant #1: I ampo ra.
Researcher: Sige kato raman payts na.
Researcher: Okay so pila imong edad?
Participant #2: Ahhh 32.
Researcher: Ahh unya asa man ka nag puyo?
Participant #2: Diri sa Ecoland.
Researcher: Unya pila naka ka tuig or unsa naka dugay?
Participant #2: Unsa ahh 9 months [in Food Panda, but more than 3 years in the
food delivery industry].
Researcher: Unsa imong mga na experience sa sarili jud nimo na challenges
hantud karon?
Participant #2: Ano, challenges sya about ano kanang customer na tawag ani
mga dali lang sya bitaw, kanang aporado. So, challenge na sya sa amoa kung
unsaon namo na sya pag handle, handle samot nag masuko. So, kailangan
kanang kumbaga unsa tawag ani oi, kanang humble ka perminte, dili ka mosukol
sailaha. So mao na akong challenges na dako saakoa.
Researcher: Ah kato na imong pinaka lisud na challenge?
54
Participant #2: Oo, mao ranang para saakoa, kana lang gyud kay sila man nag
hatag og sweldo saakoa.
Researcher: Unya unsa unsa man ang naga pa motivate saimo para mag pa
dayun ka saimong trabaho?
Participant #2: Pamilya.
Researcher: Unya unsa ang epekto sa mga challenges na imong na encounter
or na atubang sa imong performance rate nimo?
Participant #2: Uhmm.. about sa mga challenges parehas anang mga cancel
dako jud na syag kanang impact saamoa, kay samot saamoa by batching mi
pero uhhmm… unsa lang gyud ingkaso maka encounter kag ingana padayun
lang gihapon, di lang ka ma wad an og kining uhmm.. pag laom kay mao namani
trabaho namani, kani nagyud amoang kumbaga panginabuhi taga adlaw nya
laban lang.
Researcher:Laban lang.
Researcher: Ang sunod kay, unsa ang epekto aning mga challenges sa imong
sarili?
Participant #2: Ahhmm.. ang epekto saakoa is maka unsa pud sya maka mas
naa pud kay ma learn, sa mga pareha anang mnga unsaon nimo pag handle sa
mga case, parehas anang wrong pin, customer na mga na halos dili mo gawas
or dugay mo gawas, kumbaga unsa ba kining kailangan sya patience ba so
kailangan gyud ka humble gyud ka permi ani nga trabaho.
Researcher: Oo, kailngan jud syag pasensya.
55
Researcher: Gi unsa nimo pag adopt or pag adjust sa mga challenges na imong
na atubang hantud karon?
Participant #2: Ahh challenges?
Researcher: Oo, gi unsa man nimo pag adjust?
Participant #2: Ano lang gyud kining… murag wala man kay dati delivery naman
jud ko, kini saakoa wala nasad ko nag adjust kay same sauna nagyud ni ba, mao
na gyud ni ba, pero lahi to na mga company. So, kumbaga nag adjust ko pero
dali rajud ko nag adjust ani about ani.
Researcher: Kay naa naman kay experience.
Participant #2: Oo, kay naa naman koy experience ani sa dati nako na trabaho.
Researcher: Last nani, unsa ang strategies or kanang gina buhat nimo para
malagpasan nimo ang mga challenges?
Participant #2: Ano lang gyud kumbaga diskarte sa kalsada, mao ra gyud na,
dapat katoud ka sa mga agianan nga mga…
Researcher: Mga short cut?
Participant #2: Oo, short cut, mao ra gyud na sya ang importante para mas
daghan kag deliveries, kay the more deliveries the more income.
Reseacher: Sige, Salamat, Ya!
Researcher: Pila na imong edad ya?
Participant #3: Ano, mag 20 na ngayong may 23.
Researcher: Ah mag 20 palang?
56
Participant #3: Oo, mag 20 palang.
Researcher: Asa man ka nag puyo?
Participant #3: Sa Boulevard.
Researcher: Pila naka ka tuig nag trabaho?
Participant #3: 1 year na.
Researcher: So, unsa mga na experience sa sarili nimo na challenges hantud
karon?
Participant #3: Sa pag deliver daghan man naay scam, naa puy mga but an,
naa puy mo hatag og tip, uban na gyuy mga maro kanang dili nila kuhaon ang
mga order, kami nalang maka tapal.
Researcher: Unya unsa ang pinaka lisud gyud nimo na challenges ya?
Participant #3: Pinaka lisud gyud katong ano yung kailangan kaykog kwarta din
wala ako naka trabaho ano kay na suspended, kailangan man nakog kwarta ato
nya mao to nang lisud gyud kog taman. Mao to pinaka dakong challenge nako.
Reseacher: Unsay maka pa motivate saimo ya?
Participant #3: Kining kailangan kay naga skwela paman pud ko so kailangan
gyud nako ni ma padayun gyud kay kung mo undang kog deliver, dili ko maka
eskwela.
Reseacher: Unsa ang mga epekto aning mga challenges sa imong performace
rating?
Participant #3: Dako pud tabang saakoa, daghan pud kog na tun-an.
Researcher: Unsa ang epekto aning mga challenges saimong sarili?
57
Participant #3: Naga improve ko, kabalo nako unsay dapat buhaton, naga
improve akong sarili tungod ani.
Researcher: Gi unsa nimo pag adopt or pag adjust sa mga challenges?
Participant #3: Kaning, natun-an lang gyud nako, experience lang ana.
Researcher: Unsa may mga strategies or gina buhat nimo para ma lagpasan
nimo ang challenges?
Participant #3: Padayun lang, ayaw og hunong, kung unsa may challenges
atubanga lang, sukol lang.
Researcher: Kato ra ya! Salamt kaayo!
Researcher: Pila imong edad ya?
Participant #4: 35.
Researcher: Asa ka naka puyo?
Participant #4: Agdao.
Researcher: Pila naka ka tuig nag trabaho sa industry?
Participant #4: Sa Grab kay isa ka tuig kapin.
Researcher: Unsa imong mga experiences sa sarili nimo na challenges hangtud
karon?
Participant #4: Lisud ning walay gi skwelahan.
Researcher: Unsa imong pinaka lisud na challenge imong na encounter?
Participant #4: Customer na pasakaon kag 3rd floor, usahay pud layo kaayong
main door.
58
Researcher: Sunod, unsa ang naga pa motivate saimo?
Participant #4: Pamilya.
Researcher: Unsay epekto sa mga challenges sa imong performace rating?
Participant #4: Okay raman, mag adjust raman ko kung unsay kuan.
Researcher: Unsay epekto aning mga challenges sa imong sarili?
Participant #4: Wala raman kay mag adjust raman ko kung naa mga challenges
ma abot adjust lang, dawat dawat nalang.
Researcher: Gi unsa nimo pag adopt or pag adjust sa mga challenges?
Participant #4: Dawat – dawat nalang kay bahalag lisud.
Researcher: Unsa imong strategies or gina buhat nimo para ma lagpasan nimo
ang mga challenges?
Participant #4: Mag adjust lang.
Researcher: Sige ya kato ra, Salamat, Ya
Researcher: So… una ya kay pila imong edad?
Participant #5: Ah, 27.
Researcher: 27?
Participant #5: O.
Researcher: Unya, asa ka nagpuyo?
Participant #5: Sa Bangkal, Matina
Researcher: Bangkal Matina?
Participant #5: O.
59
Researcher: Unya, pila naka ka tuig nag trabaho ani na industry ya?
Participant #5: Mhm… mag 5 years na.
Researcher: 5 years?
Participant #5: Mag.
Reseacher: Ah, mag pa lang?
Participant #5: O.
Researcher: So, unsa imong mga na experience sa sarili nimo jud nimo na
challenges ya?
Participant #5: Mhm..daghan, klase klase.
Researcher: Klase klase.
Researcher: Unya unsa ang pinaka lisod jud na challenge na imohang na
encounter ya?
Participant #5: Sa trabaho nako?
Researcher: O.
Participant #5: Kuan. Mhm… Kanang mag baha.
Researcher: Magbaha.
Participant #5: O, unya kanang maguba akong motor.
Researcher: Maguba ang motor.
Participant #5: O, syempre mag baha man yan so ma apektuhan akong
trabaho.
Researcher: Ay, dili ka maka trabaho no.
Participant #5: O, di maka byahe.
60
Researcher: Unya ang sunod kay, unsa ang maka pa motivate nimo ya sa…
para mapadayun ka sa imong trabaho?
Participant #5: Syempre akong pamilya, akong anak.
Researcher: Ay naa na diay kay anak ya?
Participant #5: O.
Researcher: Unya… unsa ang epekto sa mga challenges ya sa imohang
performance rating?
Participant #5: Epekto, syempre.
Researcher: Sa imong rating.
Participant #5: Mas ano mas ganahan ang tao mag pursige kay syempre
kanang mga ing.ana normal lang na na mo agi sa atoa.
Researcher: Mhm, normal ra.
Participant #5: O normal rana siya, syempre tao raman sad ta.
Researcher: Mhm, sige. Sunod kay unsa ang epekto aning mga challenges ya
sa imohang sarili? Sa sarili gyud nimo.
Participant #5: Para sa akoa, okay raman, murag balewala ra man, basta
masanay lang yan.
Researcher: Masanay ra ka?
Participant #5: O masanay ra, kay syempre adlaw adlaw man nako ginabuhat,
niya syempre pamilyado pud so kailangan nimo maningkamot.
Researcher: Unya ang sunod ani ya kay, giunsa man nimo pag adapt ani ya
nga…sa imong challenges gi unsa nimo pag adjust?
Participant #5: Syempre naa may uban na ma maka lesson learned pud ta ba
61
Researcher: Ma lesson learned?
Participant #5: O, sa uban nga laing mali sad nimo, so di na nimo buhaton
sunod, mga ing.ana bitaw so depende sa sitwasyon.
Researcher: Sa sitwasyon?
Participant #5: O, ug sa experience pud nimo. Experience sa kadugay na nimo
sa trabaho, ana.
Researcher: Sa trabaho jud.
Researcher: Unya, ang sunod kay, last najud ni ya. Unsa ang mga strategies ya
or kanang ginabuhat nimo para malagpasan nimo ang mga challenges ya?
Participant #5: Kuan, syempre, mag-ampo lang purmaninte, niya syempre mag-
amping, ug manarbaho lang ug patas.
Researcher: Mag unsa?
Participant #5: Manarbaho ug patas.
Researcher: Ah mag trabaho rag patas?
Participant #5: O ana bitaw kanang wala kay ginatapakan na lain tao, ana bitaw.
Researcher: Sa… mag unsa sa lain tao?
Participant #5: Wala kay ginatapakan lain tao ba.
Researcher: Maging humble ana.
Participant #5: O ana lang.
Researcher: Mhm… sige mao raman to ya, salamat kaayo ya. Salamat.
62
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72
CURRICULUM VITAE
Name: Lyka H. Millor

Address: Purok 3, Barangay Langub, Talomo
District, Davao City
Contact Number: 0961-071-5709
Email: lykamillor9@gmail.com
Education
Elementary : Green Meadow Christian Academy of Davao
P-11, Green Meadow, Ma-a, Davao City
S.Y 2010 – 2017
Junior High School : Green Meadow Christian Academy of Davao
P-11, Green Meadow, Ma-a, Davao City
S.Y 2017 – 2022
Senior High School : Philippine Women's College of Davao
University Avenue, Juna Subdivision,
Matina, Davao City
S.Y. 2022-Present
PERSONAL INFORMATION
Civil Status : Single
Birthday : May 5, 2004
Place of Birth : Davao City
Religion : Roman Catholic
Name of Mother : Leni H. Millor
Name of Father : Oscar M. Millor
73
CURRICULUM VITAE
Name: Chezca Grace A. Chua

Address: #500, Durian Extension, Juna
Subdivision, Matina, Davao City
Email: chezcachua2@gmail.com
Education
Elementary : United Methodist School of Davao
416 Vinzons St. Bo. Obrero, Davao City
S.Y 2017 – 2018
Junior High School : United Methodist School of Davao
416 Vinzons St. Bo. Obrero, Davao City
S.Y 2018 – 2022
Matina, Davao City
S.Y. 2022-Present
Birthday : November 27, 2005
Place of Birth : Tagum City
Name of Mother : Reina Grace L. Almonte
Name of Father : Rolando S. Chua Jr.
74
CURRICULUM VITAE
Name: Emmalyn Joanne Lazarito

Address: Purok 1 Talomo, Salakot, Davao City
Email: sachilazarito@gmail.com
Education
Elementary : Talomo Elementary School,
Barangay Talomo, Davao Del Sur,
S.Y 2012 – 2017

Junior High School : Talomo National High School,
Barangay Talomo, Davao Del Sur
S.Y 2018 – 2021
Matina, Davao City
S.Y. 2022-Present
Birthday : June 5, 2006
Place of Birth : Davao City
Name of Mother : Jocelyn Lazarito
Name of Father : Emmanuel Lazarito
75
CURRICULUM VITAE
Name: Elvin Lance Dirk L. Gerona
Address: Blk. F7 Lot 19 Lapu-lapu Street, S.I.R.
Phase 2, Barangay Bucana 76-A New Matina,
Davao City
Contact Number:0915-586-1582
Email: elvinlancegerona@gmail.com
Education
Elementary : Philippine Women’s College of Davao,
University Avenue, Juna Subdivision, Matina,
Davao City
S.Y 2017 – 2018
Junior High School : Philippine Women’s College of Davao,
Matina,
Davao City
S.Y 2018 – 2022
Matina, Davao City
S.Y. 2022-Present
Birthday : February 25, 2007
Place of Birth : Intramuros, Manila
Name of Mother : Myra L. Gerona
76
Name of Father : Elvin L. Gerona
CURRICULUM VITAE
Name: Jeason Villa
Address: Matina Pangi km 8.5 Davao City
Contact Number: 09777014726
Email: jeasonvilla1122@gmail.com
Education
Elementary : Precious International School of Davao,
Santos Cuyugan, Shrine Hills, Davao
City
S.Y 2016 – 2017
Junior High School : Precious International School of Davao,
Santos Cuyugan, Shrine Hills, Davao
City
S.Y 2020 – 2021
Matina, Davao City
S.Y. 2022-Present
Birthday : January 23, 2005
Place of Birth : Toril, Davao City
Religion : Baptist
Name of Mother : Nenita Villa
Name of Father : Samicar Villa
77
CURRICULUM VITAE
Name: Damien S. Trasmonte
Address: Josefina Highway
Brgy talomo Davao City
Contact Number: 09197439393
Email: damientrasmonte@gmail.com
Education
Elementary : Elementary San Lorenzo College of Davao,
Lorenzville Homes, Ulas, Barangay
Talomo,
Davao City
S.Y 2016 – 2017
Junior High School : San Lorenzo College of Davao,
Lorenzville Homes, Ulas, Barangay
Talomo,
S.Y 2020 – 2021
Matina, Davao City
S.Y. 2022-Present
Birthday : April 4, 2006
Place of Birth :Tagum City
78
Name of Mother : Sandra N Santos
Name of Father : Carlos L. Trasmonte
79
80

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Chapter I

THE PROBLEM AND ITS BACKGROUND

streets while delivering.

no-shows or hoax reservations.

Moreover, since food delivery riders are often classified as independent

as order cancellations and could result in a rider's suspension, (Lumawag,

impact of food delivery workers. Additionally, there is a need to investigate how

food delivery workers in Juna Subdivision, Matina, manage work-life balance,

workers' experiences and challenges. Food delivery workers face various

delivery workers in the area.

As the researchers conduct a comprehensive study on the experiences

study aims to provide recommendations to address the identified challenges and

Purpose of the Study

delivery workers face at Barangay Matina, Juna Subdivision. Failure to deliver

This problem explores the experiences and challenges of food delivery

1. What are the lived experiences of a food delivery worker in the

2. How do the various challenges affect the performance rating of the

food delivery worker from the customer?

worker during this time?

Scope and Delimitation

of a selected group of food delivery workers in Juna Subdivision, Matina. Also,

difficulties of the participants. Researchers will carry that out to establish an

clients, and other aspects of their employment.

Significance of the Study

The significance of this study is to explore the challenges and benefits of

the challenges and problems of food delivery workers.

This study will be fundamental to the following individuals to emphasize

Customers. This study will encourage customers by becoming more

study by having their challenges and problems be better understood and

Community. The community in general will benefit from this study as it

for a better understanding and potential improvement of their working

and livelihoods of the community.

Researchers. It has the potential to aid researchers in this study as well

comprehensive understanding of the experiences and challenges of food

delivery industry workers in other locations.

learnings from the results and findings of this study.

and they may be useful to gain a better understanding of the research.

Delivery. Conceptually, it refers to the act of taking goods, letters, parcels,

etc. to people's houses or places of work (Cambridge Dictionary). Operationally,

it refers to the specific act of transporting food from a restaurant or food

establishment to a customer's location as part of a food delivery service.

Experiences. Conceptually, it refers to something one has personally

encountered, gone through, or lived through (Merriam-Webster Dictionary).

Operationally, it refers to the specific personal encounters, situations, and events

faced while working in the food delivery industry.

Challenges. Conceptually, In Collins Dictionary, challenges are

selected food delivery industry workers in Juna Subdivision, Matina have

encountered while working in the food delivery industry.

Industry. Conceptually, it refers to the companies and activities involved

(Cambridge Dictionary). Operationally, it refers to the specific sector of the

economy that involves the production, distribution, and delivery of food to

customers, particularly through food delivery services, such as Food Panda

REVIEW OF RELATED LITERATURE AND STUDIES

industry experience challenges in their chosen field of work.

Review of Related Literature

1.1 Foreign Literature

According to Mbare (2023), food delivery platform work involves couriers

environment is psychologically and financially stressful for the workers,

negatively impacting their mental well-being at work.

The food delivery industry faces various challenges in its day-to-day

operations. These challenges can be broadly categorized into four types:

operational, customer-related, organizational, and technological. Operational

challenges include navigating through traffic, waiting for orders at restaurants,