Self-Service Technology Acceptance in The Quick Service Restaurants
DOI:
https://doi.org/10.24191/e-aj.v13i1.12179Keywords:
Self-Service Technology; Quick Service Restaurant; Technology AcceptanceAbstract
The integration of self-service technology within quick-service restaurants posed a range of
challenges, rendering it a compelling subject for corporate management. This was especially
significant given that this technology had only recently been introduced within quick-service
establishments, and there was a lack of standardized ordering software. Factors like performance,
perceived usefulness, perceived ease of use, perceived enjoyment, and perceived control over selfservice technology had not received sufficient attention due to its novelty. Consequently, this study
sought to explore the determinants influencing the acceptance of self-service kiosk technology
among customers frequenting quick-service restaurants. Information was gathered by means of selfadministered questionnaires, employing purposive sampling techniques. To guarantee that the
responses aligned with the research's inclusion criteria, screening questions were utilized. Quickservice restaurants can mitigate the risk of service breakdowns during traditional face-to-face
interactions by implementing self-service kiosks, as suggested by the service industry. Encouraging
the adoption of self-service kiosks allows these restaurants to deliver seamless and hassle-free dining
experiences that align with the preferences of modern customers. Future research could delve deeper
into these aspects to acquire a more profound understanding of the role of self-service kiosk
technology within quick-service restaurants. Additionally, subsequent studies should investigate
various types of dining establishments offering self-service options, including cafes, food courts,
and family restaurants. Exploring other business factors such as pricing, themes, food availability,
and location as additional indicators of customer preferences would also be valuable
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