Authors: Dann Russel A. Tamondong, Erica Ann S. Cabus, Arl Rafhael B. Echalar and John Jupiter A. Santos and Racidon Bernarte

Issue: 2022-2023

Abstract:

Self-service kiosks, or SSKs, are being welcomed by fast-food restaurants in Manila as a way to improve consumer satisfaction and operational efficiency. SSK adoption is not without its difficulties, though, as there are issues with cost, consumer acceptability, and possible effects on employee-customer relations. The purpose of this study is to find out how patrons of popular fast-food restaurants in Manila evaluate and assess the effectiveness, efficiency, and user-friendliness of SSKs. The study also aims to pinpoint the problems users of SSKs run across.

The study commences with a historical synopsis of kiosks and their development, highlighting their growing acceptance across a range of businesses, most notably the food service industry. It recognizes the difficulties that come with SSKs, such as hiring costs and customer training, but also draws attention to their potential advantages, such as customer loyalty, and employee feedback. Even while self-service technology is becoming more and more popular worldwide, the Philippines has not done a thorough study of SSKs, particularly when it comes to fast-food restaurants. By concentrating on client viewpoints, demographic profiles, and probable issues with SSKs, the study fills this knowledge gap. It seeks to provide insightful information that managers and researchers can use to create successful growth and retention plans for the fast-food sector. The leading fast-food chains in Manila are included in the study’s scope, and online surveys are used to collect data. The limitations are acknowledged by the researchers, who also note the need for more study on customer satisfaction in the setting of SSKs in the Philippines and the possibility of biases in online responses.

Keywords: Service tool, Self-service kiosk, Fast-food chains, Customer experience, Lyceum of the Philippines University Manila