Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol

With the advent of technology today, technology is assumed to boost a restaurant's internal function and thus provide the highest results to current customers. The technology-based ordering program allows the consumer to use the kiosk installed by the restaurant at the restaurant's entranc...

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Bibliographic Details
Main Authors:	Mohd Rasmadi, Ellya Syaira, Pisol, Nur Ernie Ezura
Format:	Thesis
Language:	English
Published:	2021
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/104194/1/104194.pdf
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id	my-uitm-ir.104194
record_format	uketd_dc
spelling	my-uitm-ir.1041942024-10-09T12:05:39Z Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol 2021 Mohd Rasmadi, Ellya Syaira Pisol, Nur Ernie Ezura Consumer satisfaction With the advent of technology today, technology is assumed to boost a restaurant's internal function and thus provide the highest results to current customers. The technology-based ordering program allows the consumer to use the kiosk installed by the restaurant at the restaurant's entrance to selfperform meal ordering processes. There are three key characteristics of the kiosk ordering system that may affect consumer attitudes, satisfaction, and behavioral purpose along with their preferred form of ordering. These may have a significant effect on consumer loyalty as restaurateurs will also struggle to be familiar with the technologies and develop an app with an appealing and insightful menu. Therefore, this research intends to examine the relationship between the characteristics of self-service kiosk ordering and consumer satisfaction. For this study, a quantitative research design has been put in place. The findings indicate that all of the attributes of self-service ordering kiosks contribute significantly to customer satisfaction. This study also reveals that the main predictor for customer satisfaction associated with self-service kiosk ordering emerges from technological usability. Therefore, future studies could be undertaken to examine the local restaurant's readiness to incorporate a self-service kiosk ordering program in its business operations. 2021 Thesis https://ir.uitm.edu.my/id/eprint/104194/ https://ir.uitm.edu.my/id/eprint/104194/1/104194.pdf text en public degree Universiti Teknologi MARA, Terengganu Faculty Of Hotel & Tourism Management Anuar @ Mohd Noor, Jazira
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Anuar @ Mohd Noor, Jazira
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Mohd Rasmadi, Ellya Syaira Pisol, Nur Ernie Ezura Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol
description	With the advent of technology today, technology is assumed to boost a restaurant's internal function and thus provide the highest results to current customers. The technology-based ordering program allows the consumer to use the kiosk installed by the restaurant at the restaurant's entrance to selfperform meal ordering processes. There are three key characteristics of the kiosk ordering system that may affect consumer attitudes, satisfaction, and behavioral purpose along with their preferred form of ordering. These may have a significant effect on consumer loyalty as restaurateurs will also struggle to be familiar with the technologies and develop an app with an appealing and insightful menu. Therefore, this research intends to examine the relationship between the characteristics of self-service kiosk ordering and consumer satisfaction. For this study, a quantitative research design has been put in place. The findings indicate that all of the attributes of self-service ordering kiosks contribute significantly to customer satisfaction. This study also reveals that the main predictor for customer satisfaction associated with self-service kiosk ordering emerges from technological usability. Therefore, future studies could be undertaken to examine the local restaurant's readiness to incorporate a self-service kiosk ordering program in its business operations.
format	Thesis
qualification_level	Bachelor degree
author	Mohd Rasmadi, Ellya Syaira Pisol, Nur Ernie Ezura
author_facet	Mohd Rasmadi, Ellya Syaira Pisol, Nur Ernie Ezura
author_sort	Mohd Rasmadi, Ellya Syaira
title	Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol
title_short	Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol
title_full	Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol
title_fullStr	Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol
title_full_unstemmed	Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol
title_sort	factor affecting customer satisfaction on utilizing kiosk at quick service restaurant (qsr) / ellya syaira mohd rasmadi and nur ernie ezura pisol
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Hotel & Tourism Management
publishDate	2021
url	https://ir.uitm.edu.my/id/eprint/104194/1/104194.pdf
_version_	1818588090096156672

Factor affecting customer satisfaction on utilizing kiosk at Quick Service Restaurant (QSR) / Ellya Syaira Mohd Rasmadi and Nur Ernie Ezura Pisol

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