Self-ordering kiosk usage and post-purchase behaviour in quick service restaurant / Noradzhar Baba, Aslinda Mohd Shahril and Mohd Hafiz Hanafiah.

Baba, Noradzhar and Mohd Shahril, Aslinda and Hanafiah, Mohd Hafiz (2020) Self-ordering kiosk usage and post-purchase behaviour in quick service restaurant / Noradzhar Baba, Aslinda Mohd Shahril and Mohd Hafiz Hanafiah. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 12 (1). pp. 1-17. ISSN 1985-8914 ; 2590-3837

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Abstract

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 and also the foodservice system.

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Item Type: Article
Creators:
Creators
Email
Baba, Noradzhar
UNSPECIFIED
Mohd Shahril, Aslinda
aslinda@uitm.edu.my
Hanafiah, Mohd Hafiz
UNSPECIFIED
Subjects: T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service > Malaysia
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service > Reservation systems
T Technology > TX Home economics > Restaurants, cafeterias, tearooms, etc.
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 ; 2590-3837
Volume: 12
Number: 1
Page Range: pp. 1-17
Official URL: https://www.jthca.org/
Item ID: 29154
Uncontrolled Keywords: Self-ordering kiosk, usage; quick service restaurant; post-purchase behaviour; UTAUT2.
URI: https://ir.uitm.edu.my/id/eprint/29154

ID Number

29154

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