Peran Penting Kualitas Pelayanan Bagi McDonald's Dalam Meningkatkan Kepuasan Pelanggan
Keywords:
Kepuasan Pelanggan, Kualitas Pelayanan, McDonald'sAbstract
This study aims to observe and determine the important role of service quality in increasing customer satisfaction. Basically, creating customer satisfaction is a business goal that can be done by retaining customers to gain profit. One of the restaurants that will be studied is McDonald's. McDonald's is one of the largest fast food franchises in the world, where fast and practical service makes McDonald's popular with the public.
References
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Bernik, M. (2019). Analisis Kualitas Pelayanan untuk Meningkatkan Kepuasan Konsumen: Studi Kasus Gold’s Gym Bandung. Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management, 12(3), 220. https://doi.org/10.20473/jmtt.v12i3.13483
Cordero, J., Barba-Guaman, L., & Guamán, F. (2022). Use of chatbots for customer service in MSMEs. Applied Computing and Informatics. https://doi.org/10.1108/ACI-06-2022-0148
Cucu Sumartini, L., & Fajriany Ardining Tias, D. (2019). ANALISIS KEPUASAN KONSUMEN UNTUK MENINGKATKAN VOLUME PENJUALAN KEDAI KOPI KALA SENJA. Jurnal E-Bis (Ekonomi-Bisnis), 3(2), 111–118. https://doi.org/10.37339/e-bis.v3i2.124
Juanamasta, I. G., Setiawati, A. P., Susetyorini, S., Elan, U., Rusdiyanto, R., Astanto, D., Ulum, B., Khadijah, N., Trimarjono, A., Syafii, M., Mubarroq, A., Kristiningsih, K., Pratiwi, R. D., Muharlisiani, L. T., & Umanailo, M. C. B. (2019). The Role Of Customer Service Through Customer Relationship Management (CRM) To Increase Customer Loyalty And Good Image. 8(10).
Le, H.-S., Do, T.-V. H., Nguyen, M. H., Tran, H.-A., Pham, T.-T. T., Nguyen, N. T., & Nguyen, V.-H. (2024). Predictive model for customer satisfaction analytics in E-commerce sector using machine learning and deep learning. International Journal of Information Management Data Insights, 4(2), 100295. https://doi.org/10.1016/j.jjimei.2024.100295
Lestari, F. I. (2022). ANALISIS KUALITAS PRODUK, KUALITAS PELAYANAN, DAN DIGITAL MARKETING TERHADAP KEPUASAN KONSUMEN MCDONALD’S DI MASA PANDEMI COVID-19. 2.
Liliani, P. (2020). ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE. Jurnal Bina Manajemen, 8(2), 18–48. https://doi.org/10.52859/jbm.v8i2.85
Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants. International Journal of Productivity and Performance Management, 69(9), 1903–1924. https://doi.org/10.1108/IJPPM-01-2019-0001
