Factors influencing customer loyalty towards McDonald’s restaurant in Kuala Terengganu
2021
Nalini Arumugam | Nur Rashidah Ismail
Customer loyalty has become an important role in ensuring successful businesses in this highly competitive market. Thus, there is a need for McDonald’s management to creating loyal customers in order to maintain their sustainability in the market. The purpose of this study is to measure the relationship of the demographic variable with customer loyalty and also to measure the significant relationship of food quality, physical environment, price and value, and also convenience with customer loyalty in McDonald’s restaurant in Kuala Terengganu. Convenience sampling was used to distribute the questionnaire from 120 respondents through social media platforms via WhatsApp and Facebook. The data then were analysed by using Statistical Package of Social Science version 23 to carry out the test from descriptive analysis, cross-tabulation, and multiple linear regression. This study reveals that age, ethnics, education, and income have a significant relationship with customer loyalty on behalf of demographic variables.Meanwhile, on behalf of independent variables, convenience and food quality has a positive relationship with customer loyalty. So, we can say that food quality and convenience factors have the highest influence on customer’s loyalty. Thus, McDonald’s restaurant should find the strategies on how to improve themselves in that factor such as provide a big size of chicken or a convenience drive thru. It is pretty sure can make customers more comfortable to revisit the restaurants.
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