Analysis of Fast-food Application Service Quality on User Satisfaction in Jambi City Communities Using E-Servqual

Abstract

McDonald's is a fast-food restaurant that is still popular with people both from Indonesia and abroad. Until now, McDonald's still shows its existence in the development of a country's economy. The aim of this research is to analyze service quality on customer satisfaction from McDonald's using the e-serval method according to the perceptions of site users. E-servqual is a development of service quality which is applied to an electronic media. e-service quality, known as e-servqual, is the latest version of service quality (servqual) which originally referred to service quality where customer interactions and experiences with companies are not internet-based. From this research, 380 respondents were obtained, then tested with SPSS, it showed that the Efficiency and System Availability variables which had significant values had a positive effect on user satisfaction of the McDonald's application