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All Journal International Journal of Tourism and Hospitality in Asia Pasific
Ng, Chi Yen
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Humanities

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Analysis of The Impact of COVID-19 pandemic on Consumer Satisfaction: A study of McDonald’s Food Delivery Ng, Jie Yi; Ng, Chiao Qing; Hilmin, Siti Nur; Ng, Chi Yen; Nasharuddin, Naszatul Faizah
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 2 (2022): June 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (346.446 KB) | DOI: 10.32535/ijthap.v5i2.1588

Abstract

McDonald's is the world's well-known fast-food corporation. Consequently, McDelivery as a food delivery service has been commonly used and popular in most countries. The objective of this study research is to investigate and analyze the impact of the COVID-19 pandemic on consumer satisfaction towards McDonald’s food delivery. To better understand the findings of the research, an online survey has been carried out to collect the data needed. This survey involved 112 Malaysian and Indonesian respondents and the data were analyzed by the SPSS software. The findings show that perceived usefulness and perceived price are the most significant factors in enhancing customer satisfaction with McDelivery apps and websites. Conversely, the perceived ease of use and perceived trust had no significant impact on customer satisfaction. Keywords: Consumer Behavior, Consumer Satisfaction, COVID-19, Food delivery, McDelivery, Perceived Price, Perceived Usefulness.
Analysis of The Impact of COVID-19 pandemic on Consumer Satisfaction: A study of McDonald’s Food Delivery Ng, Jie Yi; Ng, Chiao Qing; Hilmin, Siti Nur; Ng, Chi Yen; Nasharuddin, Naszatul Faizah
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 2 (2022): June 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v5i2.1588

Abstract

McDonald's is the world's well-known fast-food corporation. Consequently, McDelivery as a food delivery service has been commonly used and popular in most countries. The objective of this study research is to investigate and analyze the impact of the COVID-19 pandemic on consumer satisfaction towards McDonald’s food delivery. To better understand the findings of the research, an online survey has been carried out to collect the data needed. This survey involved 112 Malaysian and Indonesian respondents and the data were analyzed by the SPSS software. The findings show that perceived usefulness and perceived price are the most significant factors in enhancing customer satisfaction with McDelivery apps and websites. Conversely, the perceived ease of use and perceived trust had no significant impact on customer satisfaction. Keywords: Consumer Behavior, Consumer Satisfaction, COVID-19, Food delivery, McDelivery, Perceived Price, Perceived Usefulness.
Co-Authors Hilmin, Siti Nur Nasharuddin, Naszatul Faizah Ng, Chiao Qing Ng, Jie Yi