The analysis of logistics at McDonald's Restaurant Denpasar Bali

摘要

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.