Abstract

The rapid expansion of app-based delivery platforms such as Lalamove has transformed urban gig work, providing flexible income opportunities while raising concerns about rider welfare, operational efficiency, and management transparency. Although prior studies discuss algorithmic management and gig economy performance, limited local research examines how riders’ experiences relate to operational concerns in the Philippine context. This gap is significant because rider satisfaction influences service reliability, safety, and platform sustainability. Thus, this study investigated the relationship between riders’ experiences and operational concerns to inform operational reform. A descriptive–correlational design was employed. Fifty (50) purposively selected riders in Quezon City participated. Data were collected using a validated survey questionnaire covering application usability, management support, work efficiency, benefits and insurance, delivery assignment, navigation, technical issues, dispatcher communication, and safety. Frequency, weighted mean, and Pearson product–moment correlation were used for analysis. Results indicated that most respondents were young male motorcycle riders with one to three years of service. Riders generally agreed that the application is user-friendly and improves efficiency. However, benefits and insurance were rated lower, reflecting dissatisfaction and limited awareness. Operational concerns were most evident in navigation accuracy, dispatcher communication, and safety measures. A significant moderate positive relationship (r = 0.5598, p < 0.05) was found between rider experiences and operational concerns, suggesting that improved experiences correspond to fewer operational issues. Overall, while strengths were noted in usability and task organization, gaps remain in welfare support, communication, and safety systems. The study was limited to a small sample in Quezon City; future research should expand scope and include comparative platform analysis to strengthen policy and practice recommendations.