The importants of self-service quality of Mcdonald toward customer satisfaction during covid-19 endemic

Mohd Shaufi, Nur Islammiah (2023) The importants of self-service quality of Mcdonald toward customer satisfaction during covid-19 endemic. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

During these two years, most physical stores or restaurants have been affected by the global enemy Coronavirus (COVID-19). However, in the current Endemic phase, this matter is still affected and the responsible parties are still concerned in addressing the issue of this epidemic. Therefore, restaurants have been mandated by the government to change the strategy of inside dining services to control the spread of the virus effectively. For those who remain their business, it is even more important if they turn their restaurant into a food ordering service through the use of self -service kiosks. Therefore, this study will find out about the indirect effects of attractiveness of information quality, system quality, service quality, support and net benefits that influence customer satisfaction when they order food using self-service during this endemic phase of COVID-19. In addition, perceptions on the convenience of ordering food by using self -service services and customer satisfaction to buy food will also be discussed in this research where to improve the information and knowledge of the study. In completing the study of this research project, quantitative methods have been selected for data collection and the Statistical Package from the Social Sciences (SPSS) Version 22 will be used for data analysis. The constructed questionnaire will be distributed to 150 target respondents as well as Melaka residents who have ordered fast food used self-service during the COVID-19 endemic and also older adults via URL or Google Form link via WhatsApp, Telegram, Facebook and other networks. -application based. By analyzing data collected from the target population, the findings revealed that the five independent variables had a significant relationship with the dependent and beneficiary variables for McDonald’s restaurants in adapting to maintain their competitiveness even in the COVID-19 endemic phase.

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