INFLUENCE OF THE QUALITY OF ELECTRONIC SERVICES (WEBSITE DESIGN, CUSTOMER SERVICE, SECURITY/PRIVACY, FULFILMENT) ON CUSTOMER SATISFACTION AND REPURCHASE INTEREST IN THE McDONALD'S APPLICATION

Abstract

With increasingly rapid advances in technology, many companies are innovating in online sales to increase consumer convenience in ordering food. Currently, competition between companies is getting tighter, encouraging companies to continue to improve service quality in order to gain repeat purchase interest from customers. This research was conducted to explore the influence of electronic service quality, including aspects such as website design, customer service, security/privacy, and fulfillment, on customer satisfaction and repurchase interest in the McDonald's application. The research population was McDonald's application users in Bandung City, with 400 respondents taken through distributing online questionnaires via social media. Sampling was carried out using a purposive sampling method, and data was processed using SMARTPLS version 4 software. The research results showed that website design positively and significantly influenced the quality of electronic services, customer service positively and significantly influenced the quality of electronic services, security/privacy positively and significantly influences electronic service quality, and fulfillment positively and significantly influences electronic service quality, electronic service quality positively and significantly influences customer satisfaction, customer satisfaction positively and significantly influences repurchase intention on the McDonald's application.