Analysis of the Effect of Service Quality on User Satisfaction of McDonald's Application Using E-Servqual and Importance Performance Analysis (IPA) Methods

  • Indah Yansi Nofianto Universitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya, Indonesia
  • Dwi Sukma Donoriyanto Universitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya, Indonesia
DOI: https://doi.org/10.31538/iijse.v8i3.6531
Keywords: E-SERVQUAL, Importance Performance Analysis, Service Quality, Customer Satisfaction, McDonald’s Mobile Application

Abstract

The rapid expansion of digital services has intensified competition in the online food delivery (OFD) industry, pushing businesses to enhance service quality to meet customer expectations. This study evaluates the McDonald's mobile application using the E-SERVQUAL model and Importance Performance Analysis (IPA) to examine the link between service quality dimensions and user satisfaction. A quantitative approach was used, with data collected from McDonald's app users in Indonesia through online questionnaires. The findings highlight that responsiveness, reliability, and system efficiency are critical factors affecting customer satisfaction, while application security, transaction smoothness, and system responsiveness require improvement. Based on the results, recommendations were proposed to enhance system stability, security features, and user interface design, ultimately aiming to increase customer satisfaction and loyalty in the competitive digital food service market.

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Published
2025-10-02
How to Cite
Nofianto, I., & Donoriyanto, D. (2025). Analysis of the Effect of Service Quality on User Satisfaction of McDonald’s Application Using E-Servqual and Importance Performance Analysis (IPA) Methods. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 8(3), 11474-11486. https://doi.org/10.31538/iijse.v8i3.6531
Issue
Vol 8 No 3 (2025): Sharia Economics
Section
Articles

Copyright (c) 2025 Indah Yansi Nofianto, Dwi Sukma Donoriyanto

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