PENGARUH ELECTRONIC SERVICE QUALITY DAN ELECTRONIC TRUST TERHADAP KEPUASAN PENGGUNA APLIKASI MCDONALD’S

Yudistira, Steven Virgus (2026) PENGARUH ELECTRONIC SERVICE QUALITY DAN ELECTRONIC TRUST TERHADAP KEPUASAN PENGGUNA APLIKASI MCDONALD’S. Undergraduate thesis, Universitas Katolik Musi Charitas.

	Text (REPO FULL) REPO FULL.docx Restricted to Repository staff only Download (2MB) | Request a copy
	Text (Repositori Ringkasan) Repositori Ringkasan.docx Restricted to Registered users only Download (120kB) | Request a copy

Abstract

This study aims to examine the effect of electronic service quality and electronic trust on user satisfaction with the McDonald's application. A quantitative approach was employed by distributing questionnaires to respondents who met the research criteria. The collected data were analyzed using multiple linear regression with SPSS. The results indicate that electronic service quality has a positive and significant effect on user satisfaction, with a significance value of 0.001 and a t-value of 9.316. Likewise, electronic trust has a positive and significant effect on user satisfaction, with a significance value of 0.001 and a t-value of 9.786. The Adjusted R² value of 0.771 indicates that 77.1% of the variation in user satisfaction is explained by electronic service quality and electronic trust, while the remaining 22.9% is influenced by other factors outside the research model. These findings suggest that improving electronic service quality and strengthening users' trust in the McDonald's application can enhance user satisfaction. Therefore, the company should continuously improve its digital service quality and maintain user trust to provide a better user experience.

Actions (login required)

View Item