ANALYSIS OF FAST-FOOD APPLICATION SERVICE QUALITY ONUSER SATISFACTION IN JAMBI CITY COMMUNITIES USING ESERVQUAL

Abstract

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