Open AccessMcDonald’s Customer’s Satisfaction Strategies during COVID-19 Pandemic in Malaysia
Author(s) -
Friday Ogbu Edeh,
P Ranjith,
Nurul Syafawani,
Daisy Mui Hung Kee,
Nurul Aina,
Nurul Syafikah,
Nurunnisa Nurunnisa
Publication year - 2021
Publication title -
international journal of tourism and hospitality in asia pasific
Language(s) - English
Resource type - Journals
eISSN - 2685-8800
pISSN - 2654-7945
DOI - 10.32535/ijthap.v4i3.1204
Subject(s) - pandemic , covid-19 , customer satisfaction , marketing , business , variety (cybernetics) , order (exchange) , survey research , psychology , computer science , medicine , business administration , disease , finance , pathology , artificial intelligence , infectious disease (medical specialty)
Generally, McDonald’s is recognized as one of the most successful brands worldwide. They are well-known throughout the world for their popular fast food, especially burgers. However, COVID-19 pandemic has impacted various economic sectors, including Food & Beverage. McDonald’s sales have also been impacted when COVID-19’s lockdown restricts the dine-in operation and limits the customer’s satisfaction due to the SOP. Thus, this research aims to identify and analyze the strategies implemented by McDonald’s to increase the customer’s satisfaction during Covid-19 pandemic. To find out the result of the research, a survey has been conducted and the data was collected from individuals with different age and income ranges in Malaysia. A total of 100 individuals have participated in this survey. Besides, in order to gain a better understanding of our study, secondary data for this study was gathered from a variety of websites, journals, and articles. The findings of this research indicate that McDonald's decision to increase the Food & Safety measure is by implementing various safety requirements. This is the most successful approach to improve customer’s satisfaction during COVID-19. They chose this strategy to demonstrate their commitment to preserve a healthy life.