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 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.