餐飲外送員APP與平台合作關係之影響因素分析

近年來，電腦技術與應用蓬勃發展，發展迅速的電商型態結合繁忙的生活步調，讓餐飲外送平台商機蒸蒸日上。先前，外送員車禍頻傳，引起大眾的注意及議論，也衍生出外送員的勞動保障及交通安全問題。本研究用問卷調查方式，探討外送員APP使用介面狀況、外送平台與外送員間勞動關係及造成外送員交通事故頻傳之影響因素。從研究結果分析看來，從事外送員的大多是30歲以下的大學生兼職，對於APP導航系統及客服系統希冀能夠有所改善。如導航系統能提升定位準確度、客服系統改為真人語音對話，改善回覆問題速度。與外送平台間勞動關係有近半數希望能夠自行選擇承攬或雇傭關係。本研究結果可提供相關外送平台改善其APP使用介面的依據。
關鍵詞：美食外送APP、電子商務、平台經濟、使用者介面。

In recent years, computer technologies and applications are booming in the rapid development of e-commerce combined for everyone’s life, so that the food and beverage delivery platforms are also booming. However, the accidents of the delivers are always happening, such that there are many discussions’ labor rights and the simple UI for deliver’s APP. We use questionnaire to explore the status of the user interface of the delivers’ app, the labor relationship between the delivery platform and the delivers, and the influence factors that cause the traffic accident of the delivers. From the analysis of the results, most of the participants are part-time college students under 30 years old. In terms of the results, the delivers would like to simplify the APP navigation system and customer service systems. For example, the navigation system can be improved in the positioning accuracy, and the customer service system is switched to a human voice dialogue for improving the speed of solving questions.The results of this study can provide the suggestions for the relevant delivery platform to improve its UI design of delivers’ APP.

Keywords: food delivery APP, e-commerce, platform economy, user interface.