The analysis of logistics at McDonald's Restaurant Denpasar Bali

DOI

10.2991/insyma-18.2018.50How to use a DOI?

Keywords

logistics service quality, customer satisfaction, loyalty, individualist, collectivist

Abstract

This study aims to analyze the difference and effect of McDonald's' delivery order logistics service on customer satisfaction and loyalty based on individualist and collectivist perception. Customer satisfaction and loyalty is a fundamental element for a company to face competition in order to ensure the company is sustainable. This research uses the measurement of four logistic service quality dimensions. Those dimensions are reliability, caring responsiveness and assurance. The method used was difference test and simple regression linear processed with SPSS software. Data collected directly from 200 respondents who used McDonald's delivery service from Germany, Australia, United States, France, and Indonesia. The results of this study indicated that there are differences and influence of McDonald's delivery order service on customer satisfaction and loyalty, both for individualist and collectivist customers. Therefore, McDonald's should improve the quality of its services operationally and relationally.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Anna Putri Andari
AU  - Stefanus Budy Widjaja Subali
AU  - Juliani Dyah Trisnawati
PY  - 2018/03
DA  - 2018/03
TI  - The analysis of logistics at McDonald's Restaurant Denpasar Bali
BT  - Proceedings of the 15th International Symposium on Management (INSYMA 2018)
PB  - Atlantis Press
SP  - 203
EP  - 207
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-18.2018.50
DO  - 10.2991/insyma-18.2018.50
ID  - PutriAndari2018/03
ER  -