The Effect of Self Service Technology and Perceived Enjoyment on Interest in Reusing Self-Ordering Kiosk on Gen-Z in Medan City (original) (raw)
Related papers
A Concept of Consumer Acceptance on the usage of Self-Ordering Kiosks at McDonald's
International Journal of Academic Research in Business and Social Sciences, 2021
Self-ordering kiosks (SOKs) is a self-service technology (SSTs) designed to improve service quality and customer experience, replacing the traditional interaction between service provider and customers. While industries assumed that SOKs benefit both customers and business operations, this form of technology is also linked to several weaknesses resulting in lower business processes efficiency as well as customer acceptance. Following the contradicting perspectives regarding SOKs implementation, this study aims to examine the factors influencing consumer acceptance towards self-ordering kiosks in McDonald's Malaysia using Unified Theory of Acceptance and Use of Technology (UTAUT). Potential contributions following this study are highlighted.
2020
This conceptual paper aims to explore the relationship between the customer self-ordering kiosk usage and post-purchase behaviour in quick-service restaurants. The self-ordering kiosk is the latest innovative technology to be offered by restaurants to improve customer experiences, especially in quick-service restaurants. However, the assessments of customers’ actual usage, as well as the question whether it motivates future behavior, have yet to be explored empirically. The Unified Theory of Acceptance and Use of Technology (UTAUT2) is found to be the most adopted model in foodservice and technology studies. To fit with the proposed research framework, the UTAUT2 model was adopted and modified by incorporating post-purchase behaviour that acts as the dependent variable. Seven theoretical propositions are suggested in reference to the literature review. This study serve as an addition to the literature of digital technology and application adoption on the menu-ordering transactions a...
Customer Acceptance of Self-Service Technology at Fast Service Restaurants in Tshwane
Journal of Management and Entrepreneurship Research
Objective: Technological advances have prompted many businesses to introduce self-service technology (SST) to improve customer waiting times and reduce operational costs. This study aims to determine the factors linked to the acceptance of self-service technology by customers at fast-service restaurants. Research Design & Methods: This research uses a quantitative method by surveying 172 customers who had visited self-service restaurants within the preceding six months. The Unified Theory of acceptance and use of technology (UTAUT) was used to determine the factors linked to the acceptance of self-service technology at quick-service restaurants. The Statistical Package for Social Sciences was used for analysis. Findings: It was found that age and gender moderate the relationship between the construct: performance expectancy ratio and SST usage intention, effort expectancy and SST usage intention, social influence and usage intention and lastly, age moderates the relationship between...
International Journal of Academic Research in Business and Social Sciences
Today's explosion of technology revolutionizes the fast-food industry worldwide, including Malaysia. Increasingly, restaurant management teams have begun to embrace technology to provide electronic services to customers without requiring direct interaction with personnel. These technological interfaces have known as self-service technologies (SSTs). However, the use of SSTs has been the topic of recent studies. The issues that arise include the customer's reluctance to use the SSTs caused by technical errors, device failure, and the customer's involuntary participation in self-service technology. Therefore, the indication of customer experiences to create a holistic understanding in implementing technological change for an individual is still lacking. Thus, this study aims to investigate why customers use SSTs in the fast-food industry? This study employs qualitative research using in-depth interviews with ten customers who have experienced using the SSTs and physical observation. Thematic analysis was used to analyse the interviews after verbatim transcription. Five motivations for customers' SSTs usage have been identified in this research: meeting needs, alternative options, convenience, access to lower prices and forced usage. As a result, restaurants may
The introduction of self-service technology (SST) into the service sector, specifically the restaurant industry, has significant impact upon customers, employees, and management. Exploratory factor analysis was used to identify perceptual/cognitive dimensions of SST. Analysis revealed three dimensions which explained 71% of the variance; usefulness, confidence/risk, and ease of use. A model was developed based upon the review of the literature positing cognitive/perceptual items lead to affect which together influence behavior. The findings indicated that cognitive perceptions about SST have both direct and indirect effect through affect on behavior.
International Journal of Academic Research in Business and Social Sciences, 2021
Placing Industry Revolution 4.0 (IR4.0) at the forefront of the digital agenda in all manufacturing industries aims to modernize industrial capability and increase competitiveness. The foodservice industry embraces this current revolution, where digital dining offers mesmerizing experiences by making the trip to restaurants more appealing and interactive. However, it is questionable if Malaysia is ready to adapt or adopt IR4.0 technologies as issues pertaining to equipment, facilities, services, and employees appear as challenges. Thus, this study explores the internal issues and identifies external challenges the QSR restaurants' managerial team faces in implementing the self-ordering kiosk (SOKs). This qualitative research obtained the data from interview sessions with informants from the management team (managers and crews) of QSR restaurants applying SOKs at their places. The interviews were transcribed verbatim and analyzed using thematic analysis. Findings showed that among the internal issues in implementing the SOKs are the insufficient number of employees and limited restaurant space. The customer acceptances, technology restrictions, and the need for regular updates are within the restaurants' external challenges in executing this innovation. In conclusion, the findings of this research can facilitate existing restaurants in managing the technology applied and, at the same time, improve their service in offering a digital dining experience to millennial customers.
Generation Y and Z Perceptions of Hospitality Self-Service Technology
Events and Tourism Review
The purpose of this study was to investigate the perceptions of Generation Y and Z regarding self-service technology and personal service in the hospitality industry. Technologically-savvy collegiate students in the Midwestern part of the USA served as the target population for this study. The results of this study indicate that the participants believe that personal service is more important than the use of self-service technology in the hospitality industry. However, Generation Y and Z prefer the convenience and promptness of self-service technology. Practical implications of this study and recommendations for further studies were addressed.
Eliciting positive user experiences with self-service kiosks: pursuing possibilities
Behaviour & Information Technology, 2015
Although the prominent concept of the last decade – user experience – maintains its significance in diverse disciplines, especially design, its focus has changed to eliciting positive user experiences by pursuing new possibilities for consumer products rather than by solely seeking solutions to existing problems. Designers continue to aim for rich user experiences with a variety of products, but have neglected self-service (interactive) kiosks. Hence, this paper, after giving a brief overview of the positive psychology literature, demonstrates the dimensions of positive user experiences with self-service kiosks through an empirical study conducted on coffee vending machines and automated tellers.
Sustainability
Self Service Technology (SST] refers to technological interfaces that enable customers to produce a service independently, without service employees’ direct involvement. Because of the recent technological evolution and rising labor costs, most companies in the retail and service industries tend to use more technology-based SST options. This study tried to investigate the effects of technology readiness and consumer readiness on SST service quality, attitude toward using SST, and intention to use SST in the restaurants. This study verified that consumer readiness as well as technology readiness is a significant leading variable that influences perceived SST service quality that previous studies have not dealt with. The results of this study can provide various suggestions regarding the recent technology-based customer services from the practical point of view.
Journal of Tourism & Hospitality
As various industry adopted self-service kiosk (SSK) technology, the hospitality industry has implemented SSK in service procedure. However, what drives CS with SSKs has not been fully examined because the system is still new in the hotel industry. The purpose of this study was to identify how self-service kiosk (SSK) attributes like ease of use, speed of delivery, and monetary promotion affect customer satisfaction (CS) in hotel setting. The study also explored the association between CS and willingness to use an SSK in the future. The results of this study showed that ease of use and speed of delivery had a positive association with CS, but showed no significant relationship between monetary promotion and CS. In addition, CS was positively associated with the willingness to use SSKs in the future. The study contributes new knowledge about what drives CS with SSKs and, additionally, confirms the determinants needed to achieve successful CS with SSKs in hotel settings.