McDonaldâ€™s Customerâ€™s Satisfaction Strategies during COVID-19 Pandemic in Malaysia

Friday Ogbu Edeh; Ranjith P V; Nurul Syafawani; Daisy Mui Hung Kee; Nurul Aina; Nurul Syafikah; Nurunnisa Nurunnisa

doi:10.32535/ijthap.v4i3.1204

McDonaldâ€™s Customerâ€™s Satisfaction Strategies during COVID-19 Pandemic in Malaysia

Friday Ogbu Edeh, Ranjith P V, Nurul Syafawani, Daisy Mui Hung Kee, Nurul Aina, Nurul Syafikah, Nurunnisa Nurunnisa

Abstract

Generally, McDonaldâ€™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. McDonaldâ€™s sales have also been impacted when COVID-19â€™s lockdown restricts the dine-in operation and limits the customerâ€™s satisfaction due to the SOP. Thus, this research aims to identify and analyze the strategies implemented by McDonaldâ€™s to increase the customerâ€™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 customerâ€™s satisfaction during COVID-19. They chose this strategy to demonstrate their commitment to preserve a healthy life.Â Â

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DOI: https://doi.org/10.32535/ijthap.v4i3.1204