Gig Economy Delivery Services Versus Professional Service Providers : Consumers’ Perceptions of the Food Delivery Service

Gig economy delivery services such as food delivery are common in many cities. The business model for these services relies on self-employment. Literature suggests that this model can negatively affect service quality and client satisfaction. The study proposes that food-delivery services based on gig economy will show worse results than traditional professional service companies, regarding service quality and client satisfaction. To test these issues, a thematic analysis of about 3000 consumer reviews is performed. Results do not support the premise that consumers’ perceptions of gig economy services are worse