Self-service technology acceptance in the quick service restaurants / Nur Aina Nabilah Mahmood, Nur Syamimi Ahmad Shukri, Amanina Mat Ghani and Nur Ida Fatihah Che Shalifullizam

The integration of self-service technology within quick-service restaurants posed a range of challenges, rendering it a compelling subject for corporate management. This was especially significant given that this technology had only recently been introduced within quick-service establishments, and there was a lack of standardized ordering software. Factors like performance, perceived usefulness, perceived ease of use, perceived enjoyment, and perceived control over self-service technology had not received sufficient attention due to its novelty. Consequently, this study sought to explore the determinants influencing the acceptance of self-service kiosk technology among customers frequenting quick-service restaurants. Information was gathered by means of self-administered questionnaires, employing purposive sampling techniques. To guarantee that the responses aligned with the research's inclusion criteria, screening questions were utilized. Quick-service restaurants can mitigate the risk of service breakdowns during traditional face-to-face interactions by implementing self-service kiosks, as suggested by the service industry. Encouraging the adoption of self-service kiosks allows these restaurants to deliver seamless and hassle-free dining experiences that align with the preferences of modern customers. Future research could delve deeper into these aspects to acquire a more profound understanding of the role of self-service kiosk technology within quick-service restaurants. Additionally, subsequent studies should investigate various types of dining establishments offering self-service options, including cafes, food courts, and family restaurants. Exploring other business factors such as pricing, themes, food availability, and location as additional indicators of customer preferences would also be valuable.