A case study research on the impacts of Covid-19 protocols on the experiences of Lazada delivery drivers in Laguna

Date

6-2023

Academic Strand

General Academic Strand (GAS)

Adviser

Judith M. Bernardo

Principal

Mabel S. Buela

Abstract

The delivery industry, specifically the online shopping space, has grown significantly in recent years, mostly due to the outbreak of COVID-19. However, several factors, including social norms, laws, and situations relating to health and safety, have impacted their effectiveness. Similarly, delivery service problems and complaints, particularly those of its drivers and staff on the ground, have only worsened. This research aims to understand how Lazada delivery drivers handled the delivery system during COVID-19; to discuss the reasons why Lazada delivery drivers chose this job during the pandemic; and to analyze the experiences and challenges faced by delivery drivers during COVID-19. The researchers visited a Lazada delivery hub and interviewed ten willing participants using qualitative methodologies. The participants were questioned about their experiences and challenges, and overall satisfaction with their jobs. Thematic analysis was used to analyze the data. The results showed disdain for COVID safety regulations as well as a tendency for riders to push themselves to work despite difficult conditions, although company support was given. The majority of everyday difficulties faced by the regular delivery rider are mostly customer-related, with customers who are not at home and customers who cancel orders at the last minute being the most frequent. Despite the bad stigma associated with them, drivers value their careers highly. The pandemic was difficult for most drivers, who had to face the various stricter protocols and regulations, with some having to deal with a decrease in their salaries. Most drivers handled the pandemic through grit and perseverance alone, using their families as motivation to continue despite the hardships. A lot of the drivers also chose their jobs because of the financial incentive and their familiarity with driving. Many of the challenges they face are customer-related, which they try their best to solve with understanding and patience.

Language

English

LC Subject

Capstone

Location

University of the Philippines Rural High School

Document Type

Capstone

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