Quick Service Restaurants & Self-Service Technology

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Questions and Answers

Which factor is most crucial to address first for fast food operators to increase customer acceptance and satisfaction toward self-service technologies?

  • Providing extensive training to staff on kiosk maintenance and troubleshooting.
  • Targeting the design of the technology interfaces for ease of use and enjoyment. (correct)
  • Offering personalized promotions and discounts through the self-service kiosks.
  • Enhancing the variety of payment methods accepted by the kiosks.

What is a key aspect emphasized in the study regarding self-order kiosks in Jollibee and McDonald's in Quezon City?

  • The increase in customer satisfaction due to the simplified ordering process. (correct)
  • The improvement in order accuracy and speed of service.
  • The decrease in the need for staff training and support.
  • The reduced operational costs for the fast-food chains.

Which of the following is a key technical challenge in the implementation of self-service kiosks?

  • Adapting the kiosk interface to accommodate multiple languages.
  • Managing customer feedback and integrating it into system updates.
  • Maintaining system servicing and checkups to achieve operational balance and protection. (correct)
  • Ensuring compatibility with various mobile payment platforms.

According to the Equity Theory, what condition leads to customer satisfaction?

<p>When consumers perceive their output/input ratio as being fair. (A)</p> Signup and view all the answers

What is the primary aim of the study focusing on Jollibee branches in San Jose City, Nueva Ecija?

<p>To assess customer satisfaction and challenges in using self-ordering kiosks. (B)</p> Signup and view all the answers

What constitutes a 'Self-Ordering Kiosk', as defined in the study?

<p>Interactive touchscreen machines allowing customers to place food orders without staff assistance. (B)</p> Signup and view all the answers

What is the main purpose of Jollibee's introduction of self-ordering kiosks?

<p>To enhance customer satisfaction through a more convenient ordering process. (D)</p> Signup and view all the answers

What consumer trend is aligned with the shift towards self-ordering kiosks?

<p>A preference for fewer interactions and greater independence in service. (D)</p> Signup and view all the answers

According to Iqbal et al. (2018), how are self-ordering kiosks viewed in the context of technology adoption?

<p>As one of the latest recognized technologies. (A)</p> Signup and view all the answers

What is a significant benefit of self-ordering kiosks in the fast-food industry?

<p>Enhanced customer experience and operational efficiency. (B)</p> Signup and view all the answers

What is the role of feedback systems in the context of Jollibee's self-service kiosks?

<p>To identify and resolve usability issues and improve system dependability. (C)</p> Signup and view all the answers

What does Considine & Cormican (2017) identify as a critical element of Self-Service Technology (SST) in 4.0 Industrial?

<p>A tool for cost control and customer experience enhancement. (C)</p> Signup and view all the answers

According to Seo (2020), what primary function does a kiosk serve in a restaurant?

<p>An unmanned payment system that allows customers to order food directly. (C)</p> Signup and view all the answers

What is a potential outcome of satisfied customers in the fast-food industry?

<p>Positive word-of-mouth marketing and increased customer loyalty. (A)</p> Signup and view all the answers

What is the main focus of the research design used in the study?

<p>Quantitative, correlational, and descriptive analysis of numerical data. (C)</p> Signup and view all the answers

According to Jollibee Foods Corporations' 2025 report, what is a key goal of introducing self-order kiosks?

<p>Reducing the time it takes for customers to place and receive their food (D)</p> Signup and view all the answers

What customer data can Jollibee obtain from self-ordering kiosks to improve its services?

<p>Consumer patterns by monitoring orders and their modifications (C)</p> Signup and view all the answers

According to Tsai & Gheeta (2019), what does a self-service kiosk enable customers to do?

<p>Deliver private services without involving the personnel (A)</p> Signup and view all the answers

As pointed out by Park, M. (2023), what specific consideration is crucial to prospering the kiosk in business?

<p>Providing different attention to people with disabilities (C)</p> Signup and view all the answers

According to a study by Fellizar, Ignacio, Magtangob, Ocillos, and Tuliao (2020), self-service kiosks are quite beneficial for what reason?

<p>They increase the speed and ease of placing an order (D)</p> Signup and view all the answers

In what way does technology enable quick-service companies to improve food production, according to the text?

<p>By reducing the role of employees (B)</p> Signup and view all the answers

According to Rahman et al. (2019), what elements does customer satisfaction take into account?

<p>Quality, value, and customer expectations (D)</p> Signup and view all the answers

What does the study aim to assess regarding the Self-Ordering Kiosk Service System in Jollibee Establishments in San Jose City, Nueva Ecija?

<p>Customer satisfaction and the challenges (D)</p> Signup and view all the answers

What statistical tools are used to analyze customer satisfaction, challenges, and the relationship between the profile of the respondents and the level of customer satisfaction of using self-ordering kiosks?

<p>Mean, percentage distribution, frequency distribution, and Pearson-r (D)</p> Signup and view all the answers

For the respondents in the study, what calculating measures were taken to determine the sample size of diners at Jollibee establishments in San Jose City, Nueva Ecija?

<p>Slovin's formula (B)</p> Signup and view all the answers

What is the primary focus when designing self-service kiosk interfaces to encourage self-service technology adoption?

<p>Prioritizing ease of use and enjoyment (D)</p> Signup and view all the answers

What is the scope of the study in terms of coverage and timeline?

<p>Two Jollibee branches in San Jose City, Nueva Ecija, during the Second Semester S.Y. 2025-2025 (C)</p> Signup and view all the answers

Which aspect of kiosk systems needs to be closely examined due to its financial implications?

<p>The economical component (B)</p> Signup and view all the answers

What should be given priority at all stages of the development of the user interface to overcome challenges?

<p>The design of user interface (A)</p> Signup and view all the answers

What is necessary to develop to facilitate kiosk operation?

<p>An all-inclusive personnel training program, develop maintenance procedures, and create backup systems to guarantee service availability (C)</p> Signup and view all the answers

What key element enhances customer satisfaction at Jollibee kiosks?

<p>Improved existing technology (A)</p> Signup and view all the answers

Flashcards

Quick Service Restaurant (QSR)

Restaurants that are a driving force in hospitality.

Self-Service Technology (SST)

Integration of technology to improve cost and customer experience.

Kiosk Definition

An automated payment system allowing direct food orders.

Digital Dining Technologies

Apps and technologies that advance the dining experience.

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Kiosk Benefits

Using technology advancements to improve customer experiences.

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Customer Satisfaction Importance

Satisfied customers leading to positive recommendations and return visits.

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Self-Ordering Kiosks Benefits

Ability to customize meals, reduce wait times.

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Self-Service Kiosk Studies

The impact studies have show on effectiveness and user-friendliness.

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Self-Service Kiosk Advantages

Benefits in speed, ease of ordering, and order accuracy.

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Modernization Trend

The company plan to introduce self-order kiosks in 37 branches.

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Feedback Systems

Systems to deal with the issues to improve self order system.

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Customer Interactions

How customers are interacting with digital interfaces.

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Jollibee's Proposal

Innovation and efficiency

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Self-Ordering Kiosks Processors

Obtain data to monitor consumer patterns.

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Customer Satisfaction Factors

Customer satisfaction depends on self-efficacy and enjoyment.

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Customer Satisfaction

How satisfied customers are with a company

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Self-Service Kiosk

Ordering through a touchscreen kiosk.

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Computerized Touchscreen Devices

Kiosks that simplify the ordering process.

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Self-Ordering Kiosks Benefits

Improving customer experience and making it efficient.

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Technical Difficulties regarding Kiosks

Hardware and software requirements, connectivity issues, and cloud integration.

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Operational Challenges

Amount of space available

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Absence of Kiosk

Lack of kiosk integration within the existing health system.

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Economical component of kiosks

hardware and software costs, installation, maintenance

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The Design of user interface.

Should be given priority at all stages of development.

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Equity Theory

Fairness of input/output ratios affects satisfaction.

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Self-Ordering Kiosks

Touchscreen machines allowing customers to order without staff interaction.

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Customer satisfaction focuses on needs.

Meeting customer needs via ease of use and accuracy.

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Challenges of KiosKs

Difficulties faced using self-ordering kiosks

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Action Plan

Strategic steps and initiatives designed to improve performance.

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Study Notes

  • This chapter includes an introduction, review and related literature, statement of the problem, hypothesis, scope and delimitations, significance of the study, and the definition of terms used.
  • Introduction
  • The Quick Service Restaurant (QSR) industry is a key driver of the hospitality industry and economic growth in the Philippines.
  • QSRs face challenges due to the need for face-to-face interactions amid a competitive environment and changing technologies.
  • Technology, like Self-Service Systems (SSTs), can help the hospitality industry by improving customer satisfaction.
  • Self-Service Technology (SST) is identified as crucial for cost control and enhancing customer experience in Industry 4.0.
  • Kiosks are a common SST type in restaurants, alongside ATMs, online self-ticketing, and self-checkout systems in hotels and libraries.
  • Kiosks allow customers to order directly or participate in service processes without direct employee interaction.
  • Kiosks can build innovative technology infrastructure and provide new value, potentially becoming a universal, routinized service.
  • The foodservice industry is adopting the digital revolution through on-the-go ordering apps and digital dining technologies.
  • Technology drives decision-making, emerging trends, and customer satisfaction.
  • Quick Service Restaurants (QSRs) are leading foodservice establishments in digital transformation.
  • Digital dining experiences offer a way to sustain and increase market share beyond conventional dining.
  • The QSR industry embraces rapid change and innovation to improve speed and ease of check-out.
  • Technology enables quick-service companies to produce food faster/cheaper by reducing reliance on employees.
  • Digital displays and network ordering systems are replacing physical displays in QSRs.
  • The fast-food industry has seen significant changes recently, driven by advancements in technology.
  • Integrating technology into food service processes leads to innovative solutions that enhance customer experience.
  • Self-ordering kiosks are increasingly popular among fast-food chains.
  • Kiosks streamline the ordering process, reduce wait times, and improve service (Rappler, 2019).
  • Customer satisfaction is critical in the fast-food industry.
  • Satisfied customers return, recommend, and contribute to positive word-of-mouth marketing.
  • Fast-food chains are consistently improving the customer experience through self-ordering kiosks.
  • Jollibee introduced self-ordering kiosks in 2018 in the Philippines to improve customer experience.
  • These kiosks allow menu browsing, order customization, and various payment options.
  • Kiosks cater to time-constrained customers preferring to order at their own pace for a seamless experience.
  • Jollibee integrates self-ordering kiosks in branches, including San Jose City, Nueva Ecija.
  • Kiosks minimize the need for direct staff interaction, allowing independent menu browsing, customization, and payments.
  • Background of the Study
  • Localized studies are needed to understand the specific impact of self-ordering kiosks in different regions.
  • Studies have highlighted the effectiveness and user-friendliness of self-service kiosks in Manila, noting improved customer satisfaction.
  • This study focuses on the impact of self-ordering kiosks in Jollibee branches in San Jose City, Nueva Ecija.
  • The research assesses customer satisfaction and the challenges of using self-ordering kiosks.
  • The study will contribute insights into optimizing service delivery and customer experience in the fast-food industry.
  • Self-ordering kiosks in the fast-food industry increase customer experience and productivity.
  • Kiosks increase the speed and ease of placing an order, enhancing the dining experience.
  • The adoption of these technologies in fast-food restaurants is increasingly critical as customer purchasing habits change.
  • Self-ordering kiosks in Jollibee aim to improve customer satisfaction by enabling meal customization and reducing wait times.
  • Jollibee plans to introduce self-order kiosks in 37 branches to reduce order and food reception times and improve value/affordability.
  • Research suggests customers generally view self-service kiosks as easy to use and efficient, despite occasional complaints.
  • Jollibee needs to address issues to improve self-order systems and customer satisfaction.
  • Feedback systems help Jollibee identify and solve usability issues, improve customer satisfaction, and increase system dependability.
  • The shift to self-ordering kiosks aligns with shoppers' preference for fewer interactions.
  • Kiosks have gained acceptance due to familiarity with digital interfaces and reduced touchpoints, especially during COVID-19.
  • Jollibee's early adoption of technology demonstrates agility in meeting market needs and adapting service delivery.
  • Integrating new technology in food service, including self-ordering kiosks and digital payments, drives change (Reyes, Mendoza, & Hernandez, 2020).
  • Jollibee focuses on innovation and efficiency with self-ordering kiosks as they are easier and faster to use.
  • Kiosks create a modern setting for younger, tech-minded customers, building customer loyalty and improving retention.
  • Self-ordering kiosks help Jollibee collect data on consumer patterns to improve menus and marketing tactics, guaranteeing satisfaction.
  • Real-time capturing of different demands allows Jollibee to remain competitive.
  • Self-ordering booths at Jollibee enhance customer satisfaction, and Jollibee is one of the key players in using technology
  • This will improve the systems' efficiency and serve as a guiding principle for the market.
  • Customer Satisfaction
  • Customer satisfaction with self-service kiosks is linked to self-efficacy, ease of use, perceived usefulness, and enjoyment.
  • User engagement with self-service machines is affected by the technology's acceptance, design, and utility.
  • Positive customer experiences with self-service kiosks lead to more willingness for usage.
  • User interface and experience determine the technology is adopted and that the service is useful.
  • Fast food service operators should prioritize ease of use and enjoyment to increase customer acceptance.
  • Customer satisfaction is the level of satisfaction with a product or service, considering quality, value, and customer expectations.
  • Customer satisfaction is based on the experience obtained.
  • Satisfaction is an assessment of a product or service meeting consumer consumption needs, and providing a level of consumer pleasure.
  • Self-Order Kiosk
  • Self-order kiosk usage in Jollibee and McDonald's in Quezon City focuses on customer satisfaction.
  • Increased customer satisfaction arises from a simplified, efficient ordering process.
  • Customers reported occasional kiosk problems but believed the benefits outweighed the difficulties.
  • Engaging technology in fast-food chains improve service delivery and customer satisfaction (Fellizar et al., 2022).
  • A self-service kiosk involves a touchscreen machine for private services.
  • Self-Order Kiosks (SOK) replace service provision with customers independently submitting orders.
  • Computerized touchscreens simplify ordering by showing menu options, offering deals, and processing transactions.
  • Kiosks enhance customer experience and operational efficiency by allowing efficient self-service ordering with no staff interaction.
  • Aesthetic appeal and perceived enjoyment determine customer satisfaction, especially for younger generations (Lacap et al., 2024) (Siagian & Adlina, 2024).
  • Challenges of Using Self-Ordering Kiosk
  • Current literature shows difficulties in introducing and operating self-service kiosks across various sectors.
  • Technical challenges involve system servicing/checkups to achieve operation balance and protection (Gupta, K., & Sharma, S. (2021).
  • Organizations face challenges in hardware resources, connectivity and kiosk link to other systems/cloud.
  • Operational challenges involve limited space for kiosks, powering infrastructure, and network setup.
  • Studies focus on issues such as staffing, training on kiosk maintenance/support, and automation level.
  • User access and acceptance are crucial for kiosk success.
  • People with disabilities require different attention when using kiosks.
  • Customer acceptance issues relate to technology anxiety, communication gaps, and inclination to interpersonal interaction.
  • Technology anxiety, communication gaps, and inclination to interpersonal interaction hinder kiosk adoption.
  • User interface design is key, along with multilingual support and accessibility features.
  • A feedback loop is necessary to continuously collect data from end-users.
  • All-inclusive personnel training programs, maintenance procedures, and backup systems are necessary to facilitate kiosk operation.
  • While kiosks offer advantages in different industries, ensuring successful deployment requires careful consideration.
  • All technical, operational, and user aspects of design need an integrative view and joint approach.
  • A joint approach to planning and managing kiosk technology implementation is needed to address challenges and increased user acceptance.
  • Theoretical Framework
  • The study is based on the theory of equity.
  • Satisfaction exists when consumers perceive their output/input ratio as being fair (Swan & Oliver, 1989).
  • Equity models are derived from the Equity Theory (Adams, 1963)and are based on the notion of input output ratio.
  • Satisfaction and equitable treatment exists when the ratio of outcomes to inputs is fair.
  • Customer satisfaction requires meeting expectations regarding service and product quality.
  • Consistency achieves consumer satisfaction with the seller's service and product
  • Strong customer satisfaction results from controlling expectations and consistently meeting them.
  • Figure 1 illustrates the conceptual framework of the study involving input, process, and output.
  • Input includes respondent profiles (age, sex, etc.), customer satisfaction levels, relationship between responses.
  • The research process involves data collection, questionnaire administration, organization, statistical analysis, and interpretation.
  • Output is measured by customer satisfaction and challenges in Jollibee, San Jose City.
  • Statement of the Problem
  • The study assesses the Self-Ordering Kiosk Service System in Jollibee Establishments in San Jose City, Nueva Ecija.
  • Specific Questions
  • How may the profile of the respondents describe in terms of age, sex, and civil status?
  • What is the level of customer satisfaction using digital menu technology on Jollibee San Jose City, Nueva Ecija?
  • Is there a relationship between the profile of the respondents and the level of customer satisfaction of using the self-ordering kiosk?
  • What are the challenges of customers in using the self-ordering kiosk?
  • What propose action plan can address the challenges of using kiosk in Jollibee San Jose City, Nueva Ecija?
  • Hypothesis
  • No relationship between the respondents' profile and customer satisfaction with the self-ordering kiosk.
  • Scope & Delimitation
  • The study will assess customer satisfaction and challenges in Jollibee San Jose City, Nueva Ecija.
  • The research will target customers using self-ordering kiosks.
  • The research will be limited to the period of the Second Semester S.Y. 2024-2025.
  • The focus measures customer satisfaction, challenges of customers using self-ordering kiosks.
  • Significance of the Study
  • This study can improve customer satisfaction and service, helping the management to use kiosks better.
  • Customers
  • The study examines how self-ordering kiosks affect customer's dining experience. It can help Jollibee improve satisfaction by making the service faster, easier, and more convenient.
  • Employees
  • The study will provide employees the knowledge about self-ordering kiosk system to deliver customer satisfaction. It can help Jollibee create a better work environment by reducing their workload, making tasks easier, and improving overall efficiency.
  • Fast Food Industry
  • This research benefits the fast-food industry by improving customer's satisfaction and enhancing the customer experience.
  • Future Researchers
  • Gain insights into customer satisfaction in the hospitality industry, enriching understanding and guiding future research.
  • Araullo University
  • Publication of this study will benefit the institution by providing a valuable resource for students and faculty. This can enhance academic resources, and supporting future research endeavors.
  • Definition of Terms
  • Self-Ordering Kiosks
  • Interactive touchscreen machines allowing customers to place food orders without staff interaction.
  • Level of Customer satisfaction
  • The degree to which customer needs are met, about their experience via self-ordering kiosks, in terms of ease of use, order accuracy, and enjoyment.
  • Challenges
  • The difficulties customers face while using self-ordering kiosks in Jollibee in San Jose City.
  • Action Plan
  • Strategic framework outlining steps/initiatives that aim to improve performance and customer experience on the self-ordering kiosks at Jollibee.
  • Research Design
  • Quantitative correlational descriptive research design.
  • Findings are explained using numerical values from data, rather than generalizing.
  • It employs both quantitative/descriptive research methods to determine the relevance.
  • Mathematical methods are used to examine the collected numerical data (Taherdoost, 2022).
  • Data were gathered through a survey questionnaire, which helps measure proportion and frequency distributions in survey responses analyze the level of customer satisfaction, challenges, and relationships.
  • Research Locale
  • The study will be conducted in 2 Jollibee branches with self-ordering kiosks in San Jose City, Nueva Ecija.
  • San Jose City is a third-class city in Nueva Ecija, Philippines, that has a population 150, 917 people.
  • San Jose is ideal for the study because of its multiple Jollibee branches.
  • Jollibee has two locations to gather data from various customers, including students, professionals, and families as they provide feedback.
  • Respondents of the Study
  • The respondents were customers that have used self-ordering kiosks in two Jollibee branches in San Jose City, Nueva Ecija.
  • There were 50 respondents at Jollibee crossing and 50 respondents at Jollibee Malasin.
  • The 2020 census reported that the population of San Jose City, Nueva Ecija is 150,917.
  • Quesitonnaires were used to dertermine information from various customers to assess customer satisfaction of kiosk.
  • Sample and Sampling Procedure
  • The sample will be customers who had Self Ordering Kiosks at Jollibee Establishment in San Jose City Nueva Ecija.
  • A sample size of 100 respondents will be selected for the quantitative survey through Slovin's formula.
  • Convenience Sampling was utilized in this research, along with selecting participants that are18 years old and above and have used the kiosk.
  • Mean, percentage distribution, frequency distribution are used to analyize customer satisfaction.
  • Research Instruments
  • A researcher-made questionnaire will be developed by the researchers.
  • The questionnaire was divided into four parts.
  • Part 1 covered questions about privacy consent.
  • Part II covered questions about the demographic profile of the respondents.
  • Part III was questions on the second statement of the problem, to determine the level of satisfaction in the self-ordering kiosk of Jollibee.
  • Part IV were questions to determine what challenges customers experienced while using the kiosk.
  • Data Gathering Procedure
  • Request Letter
  • The researchers sent a letter to the Jollibee restaurant manager.
  • Determine the number of respondents
  • Respondents are determined by using Slovins formula.
  • Survey Questionnaire
  • The researchers will distribute the questionnaires to the customers of 2 Jollibee branches who met the researcher's criteria.
  • Consent, selection of respondents, schedule, and privacy
  • Seek restaurant approval via a letter to the manager.
  • Choose respondents based on convenience and free time.
  • Assure respondents that their views, responses, and opinions remain confidential.
  • Distribution of Questionnaire
  • Distribute printed survey questionnaires to customers eating in Jollibee.
  • Collection of Questionnaires
  • Secure completed questionnaires from respondents.
  • Data Management and Analysis
  • Data analysis utilizes statistical methods e.g. Provost and Fawcett 2013.
  • Data gathered from survey questions to assess customer satisfaction/challenges of self-ordering kiosks in Jollibee, San Jose.
  • In data analysis, this is what statistical tools are used.
  • Weighted mean
  • Represents the average of a given data and is a type of average where each number is multiplied by a weight and then summing.
  • Percentage Distributions
  • Used to collect the percentage of Socio Demographic Profile of the Respondents in terms of age sex and in order to collect data.
  • Frequency
  • Used to determine the respondent's frequency profile.
  • Pearson Product-Moment Correlation Coefficient
  • Will determine the relationships between survey variables.
  • This chapter includes an introduction, review and related literature, statement of the problem, hypothesis, scope and delimitations, significance of the study, and the definition of terms used.
  • Introduction
  • The Quick Service Restaurant (QSR) industry is a key driver of the hospitality industry and economic growth in the Philippines.
  • QSRs face challenges due to the need for face-to-face interactions amid a competitive environment and changing technologies.
  • Technology, like Self-Service Systems (SSTs), can help the hospitality industry by improving customer satisfaction.
  • Self-Service Technology (SST) is identified as crucial for cost control and enhancing customer experience in Industry 4.0.
  • Kiosks are a common SST type in restaurants, alongside ATMs, online self-ticketing, and self-checkout systems in hotels and libraries.
  • Kiosks allow customers to order directly or participate in service processes without direct employee interaction.
  • Kiosks can build innovative technology infrastructure and provide new value, potentially becoming a universal, routinized service.
  • The foodservice industry is adopting the digital revolution through on-the-go ordering apps and digital dining technologies.
  • Technology drives decision-making, emerging trends, and customer satisfaction.
  • Quick Service Restaurants (QSRs) are leading foodservice establishments in digital transformation.
  • Digital dining experiences offer a way to sustain and increase market share beyond conventional dining.
  • The QSR industry embraces rapid change and innovation to improve speed and ease of check-out.
  • Technology enables quick-service companies to produce food faster/cheaper by reducing reliance on employees.
  • Digital displays and network ordering systems are replacing physical displays in QSRs.
  • The fast-food industry has seen significant changes recently, driven by advancements in technology.
  • Integrating technology into food service processes leads to innovative solutions that enhance customer experience.
  • Self-ordering kiosks are increasingly popular among fast-food chains.
  • Kiosks streamline the ordering process, reduce wait times, and improve service (Rappler, 2019).
  • Customer satisfaction is critical in the fast-food industry.
  • Satisfied customers return, recommend, and contribute to positive word-of-mouth marketing.
  • Fast-food chains are consistently improving the customer experience through self-ordering kiosks.
  • Jollibee introduced self-ordering kiosks in 2018 in the Philippines to improve customer experience.
  • These kiosks allow menu browsing, order customization, and various payment options.
  • Kiosks cater to time-constrained customers preferring to order at their own pace for a seamless experience.
  • Jollibee integrates self-ordering kiosks in branches, including San Jose City, Nueva Ecija.
  • Kiosks minimize the need for direct staff interaction, allowing independent menu browsing, customization, and payments.
  • Background of the Study
  • Localized studies are needed to understand the specific impact of self-ordering kiosks in different regions.
  • Studies have highlighted the effectiveness and user-friendliness of self-service kiosks in Manila, noting improved customer satisfaction.
  • This study focuses on the impact of self-ordering kiosks in Jollibee branches in San Jose City, Nueva Ecija.
  • The research assesses customer satisfaction and the challenges of using self-ordering kiosks.
  • The study will contribute insights into optimizing service delivery and customer experience in the fast-food industry.
  • Self-ordering kiosks in the fast-food industry increase customer experience and productivity.
  • Kiosks increase the speed and ease of placing an order, enhancing the dining experience.
  • The adoption of these technologies in fast-food restaurants is increasingly critical as customer purchasing habits change.
  • Self-ordering kiosks in Jollibee aim to improve customer satisfaction by enabling meal customization and reducing wait times.
  • Jollibee plans to introduce self-order kiosks in 37 branches to reduce order and food reception times and improve value/affordability.
  • Research suggests customers generally view self-service kiosks as easy to use and efficient, despite occasional complaints.
  • Jollibee needs to address issues to improve self-order systems and customer satisfaction.
  • Feedback systems help Jollibee identify and solve usability issues, improve customer satisfaction, and increase system dependability.
  • The shift to self-ordering kiosks aligns with shoppers' preference for fewer interactions.
  • Kiosks have gained acceptance due to familiarity with digital interfaces and reduced touchpoints, especially during COVID-19.
  • Jollibee's early adoption of technology demonstrates agility in meeting market needs and adapting service delivery.
  • Integrating new technology in food service, including self-ordering kiosks and digital payments, drives change (Reyes, Mendoza, & Hernandez, 2020).
  • Jollibee focuses on innovation and efficiency with self-ordering kiosks as they are easier and faster to use.
  • Kiosks create a modern setting for younger, tech-minded customers, building customer loyalty and improving retention.
  • Self-ordering kiosks help Jollibee collect data on consumer patterns to improve menus and marketing tactics, guaranteeing satisfaction.
  • Real-time capturing of different demands allows Jollibee to remain competitive.
  • Self-ordering booths at Jollibee enhance customer satisfaction, and Jollibee is one of the key players in using technology
  • This will improve the systems' efficiency and serve as a guiding principle for the market.
  • Customer Satisfaction
  • Customer satisfaction with self-service kiosks is linked to self-efficacy, ease of use, perceived usefulness, and enjoyment.
  • User engagement with self-service machines is affected by the technology's acceptance, design, and utility.
  • Positive customer experiences with self-service kiosks lead to more willingness for usage.
  • User interface and experience determine the technology is adopted and that the service is useful.
  • Fast food service operators should prioritize ease of use and enjoyment to increase customer acceptance.
  • Customer satisfaction is the level of satisfaction with a product or service, considering quality, value, and customer expectations.
  • Customer satisfaction is based on the experience obtained.
  • Satisfaction is an assessment of a product or service meeting consumer consumption needs, and providing a level of consumer pleasure.
  • Self-Order Kiosk
  • Self-order kiosk usage in Jollibee and McDonald's in Quezon City focuses on customer satisfaction.
  • Increased customer satisfaction arises from a simplified, efficient ordering process.
  • Customers reported occasional kiosk problems but believed the benefits outweighed the difficulties.
  • Engaging technology in fast-food chains improve service delivery and customer satisfaction (Fellizar et al., 2022).
  • A self-service kiosk involves a touchscreen machine for private services.
  • Self-Order Kiosks (SOK) replace service provision with customers independently submitting orders.
  • Computerized touchscreens simplify ordering by showing menu options, offering deals, and processing transactions.
  • Kiosks enhance customer experience and operational efficiency by allowing efficient self-service ordering with no staff interaction.
  • Aesthetic appeal and perceived enjoyment determine customer satisfaction, especially for younger generations (Lacap et al., 2024) (Siagian & Adlina, 2024).
  • Challenges of Using Self-Ordering Kiosk
  • Current literature shows difficulties in introducing and operating self-service kiosks across various sectors.
  • Technical challenges involve system servicing/checkups to achieve operation balance and protection (Gupta, K., & Sharma, S. (2021).
  • Organizations face challenges in hardware resources, connectivity and kiosk link to other systems/cloud.
  • Operational challenges involve limited space for kiosks, powering infrastructure, and network setup.
  • Studies focus on issues such as staffing, training on kiosk maintenance/support, and automation level.
  • User access and acceptance are crucial for kiosk success.
  • People with disabilities require different attention when using kiosks.
  • Customer acceptance issues relate to technology anxiety, communication gaps, and inclination to interpersonal interaction.
  • Technology anxiety, communication gaps, and inclination to interpersonal interaction hinder kiosk adoption.
  • User interface design is key, along with multilingual support and accessibility features.
  • A feedback loop is necessary to continuously collect data from end-users.
  • All-inclusive personnel training programs, maintenance procedures, and backup systems are necessary to facilitate kiosk operation.
  • While kiosks offer advantages in different industries, ensuring successful deployment requires careful consideration.
  • All technical, operational, and user aspects of design need an integrative view and joint approach.
  • A joint approach to planning and managing kiosk technology implementation is needed to address challenges and increased user acceptance.
  • Theoretical Framework
  • The study is based on the theory of equity.
  • Satisfaction exists when consumers perceive their output/input ratio as being fair (Swan & Oliver, 1989).
  • Equity models are derived from the Equity Theory (Adams, 1963)and are based on the notion of input output ratio.
  • Satisfaction and equitable treatment exists when the ratio of outcomes to inputs is fair.
  • Customer satisfaction requires meeting expectations regarding service and product quality.
  • Consistency achieves consumer satisfaction with the seller's service and product
  • Strong customer satisfaction results from controlling expectations and consistently meeting them.
  • Figure 1 illustrates the conceptual framework of the study involving input, process, and output.
  • Input includes respondent profiles (age, sex, etc.), customer satisfaction levels, relationship between responses.
  • The research process involves data collection, questionnaire administration, organization, statistical analysis, and interpretation.
  • Output is measured by customer satisfaction and challenges in Jollibee, San Jose City.
  • Statement of the Problem
  • The study assesses the Self-Ordering Kiosk Service System in Jollibee Establishments in San Jose City, Nueva Ecija.
  • Specific Questions
  • How may the profile of the respondents describe in terms of age, sex, and civil status?
  • What is the level of customer satisfaction using digital menu technology on Jollibee San Jose City, Nueva Ecija?
  • Is there a relationship between the profile of the respondents and the level of customer satisfaction of using the self-ordering kiosk?
  • What are the challenges of customers in using the self-ordering kiosk?
  • What propose action plan can address the challenges of using kiosk in Jollibee San Jose City, Nueva Ecija?
  • Hypothesis
  • No relationship between the respondents' profile and customer satisfaction with the self-ordering kiosk.
  • Scope & Delimitation
  • The study will assess customer satisfaction and challenges in Jollibee San Jose City, Nueva Ecija.
  • The research will target customers using self-ordering kiosks.
  • The research will be limited to the period of the Second Semester S.Y. 2024-2025.
  • The focus measures customer satisfaction, challenges of customers using self-ordering kiosks.
  • Significance of the Study
  • This study can improve customer satisfaction and service, helping the management to use kiosks better.
  • Customers
  • The study examines how self-ordering kiosks affect customer's dining experience. It can help Jollibee improve satisfaction by making the service faster, easier, and more convenient.
  • Employees
  • The study will provide employees the knowledge about self-ordering kiosk system to deliver customer satisfaction. It can help Jollibee create a better work environment by reducing their workload, making tasks easier, and improving overall efficiency.
  • Fast Food Industry
  • This research benefits the fast-food industry by improving customer's satisfaction and enhancing the customer experience.
  • Future Researchers
  • Gain insights into customer satisfaction in the hospitality industry, enriching understanding and guiding future research.
  • Araullo University
  • Publication of this study will benefit the institution by providing a valuable resource for students and faculty. This can enhance academic resources, and supporting future research endeavors.
  • Definition of Terms
  • Self-Ordering Kiosks
  • Interactive touchscreen machines allowing customers to place food orders without staff interaction.
  • Level of Customer satisfaction
  • The degree to which customer needs are met, about their experience via self-ordering kiosks, in terms of ease of use, order accuracy, and enjoyment.
  • Challenges
  • The difficulties customers face while using self-ordering kiosks in Jollibee in San Jose City.
  • Action Plan
  • Strategic framework outlining steps/initiatives that aim to improve performance and customer experience on the self-ordering kiosks at Jollibee.
  • Research Design
  • Quantitative correlational descriptive research design.
  • Findings are explained using numerical values from data, rather than generalizing.
  • It employs both quantitative/descriptive research methods to determine the relevance.
  • Mathematical methods are used to examine the collected numerical data (Taherdoost, 2022).
  • Data were gathered through a survey questionnaire, which helps measure proportion and frequency distributions in survey responses analyze the level of customer satisfaction, challenges, and relationships.
  • Research Locale
  • The study will be conducted in 2 Jollibee branches with self-ordering kiosks in San Jose City, Nueva Ecija.
  • San Jose City is a third-class city in Nueva Ecija, Philippines, that has a population 150, 917 people.
  • San Jose is ideal for the study because of its multiple Jollibee branches.
  • Jollibee has two locations to gather data from various customers, including students, professionals, and families as they provide feedback.
  • Respondents of the Study
  • The respondents were customers that have used self-ordering kiosks in two Jollibee branches in San Jose City, Nueva Ecija.
  • There were 50 respondents at Jollibee crossing and 50 respondents at Jollibee Malasin.
  • The 2020 census reported that the population of San Jose City, Nueva Ecija is 150,917.
  • Quesitonnaires were used to dertermine information from various customers to assess customer satisfaction of kiosk.
  • Sample and Sampling Procedure
  • The sample will be customers who had Self Ordering Kiosks at Jollibee Establishment in San Jose City Nueva Ecija.
  • A sample size of 100 respondents will be selected for the quantitative survey through Slovin's formula.
  • Convenience Sampling was utilized in this research, along with selecting participants that are18 years old and above and have used the kiosk.
  • Mean, percentage distribution, frequency distribution are used to analyize customer satisfaction.
  • Research Instruments
  • A researcher-made questionnaire will be developed by the researchers.
  • The questionnaire was divided into four parts.
  • Part 1 covered questions about privacy consent.
  • Part II covered questions about the demographic profile of the respondents.
  • Part III was questions on the second statement of the problem, to determine the level of satisfaction in the self-ordering kiosk of Jollibee.
  • Part IV were questions to determine what challenges customers experienced while using the kiosk.
  • Data Gathering Procedure
  • Request Letter
  • The researchers sent a letter to the Jollibee restaurant manager.
  • Determine the number of respondents
  • Respondents are determined by using Slovins formula.
  • Survey Questionnaire
  • The researchers will distribute the questionnaires to the customers of 2 Jollibee branches who met the researcher's criteria.
  • Consent, selection of respondents, schedule, and privacy
  • Seek restaurant approval via a letter to the manager.
  • Choose respondents based on convenience and free time.
  • Assure respondents that their views, responses, and opinions remain confidential.
  • Distribution of Questionnaire
  • Distribute printed survey questionnaires to customers eating in Jollibee.
  • Collection of Questionnaires
  • Secure completed questionnaires from respondents.
  • Data Management and Analysis
  • Data analysis utilizes statistical methods e.g. Provost and Fawcett 2013.
  • Data gathered from survey questions to assess customer satisfaction/challenges of self-ordering kiosks in Jollibee, San Jose.
  • In data analysis, this is what statistical tools are used.
  • Weighted mean
  • Represents the average of a given data and is a type of average where each number is multiplied by a weight and then summing.
  • Percentage Distributions
  • Used to collect the percentage of Socio Demographic Profile of the Respondents in terms of age sex and in order to collect data.
  • Frequency
  • Used to determine the respondent's frequency profile.
  • Pearson Product-Moment Correlation Coefficient
  • Will determine the relationships between survey variables.

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