Analisis Penerapan Mobile Order & Pay Bagi Beban Kerja Karyawan Mcdonald’s Taman Pinang Sidoarjo. (Analysis of the Implementation of Mobile Order & Pay on Employee Workload at McDonald's Taman Pinang Sidoarjo).

Putra, Mochammad Kharis Andreansyah (2026) Analisis Penerapan Mobile Order & Pay Bagi Beban Kerja Karyawan Mcdonald’s Taman Pinang Sidoarjo. (Analysis of the Implementation of Mobile Order & Pay on Employee Workload at McDonald's Taman Pinang Sidoarjo). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study aims to analyze the implementation of the Mobile Order & Pay (MOP) system and its impact on the workload of employees at McDonald's Taman Pinang Sidoarjo. The implementation of this digital system has transformed the conventional service process into a multi-channel service system involving dine-in, take-away, drive-thru, delivery, and digital orders simultaneously, which potentially increases employees' workload, particularly during rush hours. This study employed a descriptive qualitative approach. Data were collected through observation, interviews, and documentation involving crew leaders, full-time crew members, contract (PKWT) crew members, managers, and customers. Data analysis followed the Miles and Huberman model, consisting of data reduction, data display, and conclusion drawing. Data validity was ensured through source and technique triangulation. The findings reveal that the implementation of Mobile Order & Pay improves service efficiency, facilitates customer transactions, and creates a more structured workflow through the integration of digital orders with the restaurant's operational system. However, the increasing number of digital orders accelerates employees' work pace and increases their workload, particularly in the kitchen, service, drive-thru, and McCafé sections during rush hours. Operational constraints, including order accumulation, server downtime, failed payments, and limited crew availability, also affect restaurant operations. Therefore, the successful implementation of Mobile Order & Pay depends not only on technology but also on the readiness of human resources, effective teamwork, and operational system stability to maintain optimal restaurant service quality.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Mobile Order & Pay, employee workload, digitalization, restaurant operations, qualitative research
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce
Divisions:	Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Bisnis
Depositing User:	1122200013 Mochammad Kharis Andreansyah Putra
Date Deposited:	31 Aug 2026 03:44
Last Modified:	31 Aug 2026 03:44
URI:	http://repository.untag-sby.ac.id/id/eprint/47385

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