Customer Satisfaction on Self-Ordering Kiosk

Proponent/s Name/s (Last Name, First Name, Middle Initial)

Shanlyn D. Licpaen, Saint Louis School of Pacdal, Inc.Follow
Rochelle T. Dinayugan, Saint Louis School of Pacdal, Inc.Follow
Melgien S. Saspa, Saint Louis School of Pacdal, Inc.Follow
Sharla Angeline M. Ababulon, Saint Louis School of Pacdal, Inc.Follow
John Ethaniel C. Arnaiz, Saint Louis School of Pacdal, Inc.Follow

Document Type

Business Presentation

Research Advisor (Last Name, First Name, Middle Initial)

Bannawi, Aubrae Frances E.

Abstract/Executive Summary

This study investigated the impact of self-ordering kiosks on customers' satisfaction in two fast-food chains in Baguio City, focusing on three aspects: user-friendliness, screen design, and technical issues. Technologies like self-ordering kiosks are becoming more popular than the previous years. Thus, restaurants are implementing them to improve restaurant operations and service. Self-ordering kiosks have a large touchscreen that allows customers to place orders, customize, and pay for their meals with minimal or no employee involvement. A descriptive research design was employed, and data were gathered from 473 customers using survey questionnaires. The data gathered is analyzed using the weighted mean test, t-test, and ANOVA. The findings showed that among the three aspects studied, customers were most satisfied with the user-friendliness of the kiosks, while technical issues received the least satisfaction level. Moreover, the study found no significant difference in the level of satisfaction among genders, indicating that kiosks are gender-neutral and satisfy both females and males. On the other hand, younger respondents aged 18-25 years indicated a higher satisfaction level, which may be related to their greater familiarity with digital systems. Whereas older respondents, aged 60 years and above, have lower satisfaction due to difficulty with digital technology and a stronger preference for traditional ordering methods. Most of the customers are satisfied with their experience in using self-ordering kiosks, and age is more likely to have an impact on customer satisfaction than gender would. Lastly, this study provides information on how technology affects customer satisfaction and experience in fast-food industry.

Keywords

customer satisfaction, user-friendliness, screen design, technical issues; self-ordering kiosk