The Implementation of Self-Ordering Kiosks (SOKs): Investigating the Challenges in Fast Food Restaurants

Ishak, Farah Adibah Che; Lah, Nurul Amjaad Che; Samengon, Harnidah; Mohamad, Siti Fatimah; Bakar, Ainul Zakiah Abu

doi:10.6007/ijarbss/v11-i10/11491

Cited by 6 publications

(8 citation statements)

References 17 publications

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“…While self-ordering kiosks in fast food restaurants have the potential to improve the customer experience, there are also several challenges that customers may encounter when using the kiosks. However, noted in their study that the implementation of SOKs is not devoid of disadvantages, specifically for management or service providers, whether from sources within or outside the organization (Ishak et al, 2021). These disadvantages must be weighed against the potential benefits (Mexen, 2015).…”

Section: Challenges Encountered On the Use Of Self-ordering Kiosksmentioning

confidence: 99%

“…Numerous dining-related virtual technologies are responding to the growing desire for enhanced efficiency, efficacy, and optimization of the dining experience. Furthermore, technology improvements enable organizations to improve their interactions with customers by exposing them to new products and revenue-generating opportunities (Seebacher, 2017;Ishak et al, 2021).…”

Section: Self-service Kiosksmentioning

confidence: 99%

“…When developing SOKs, a restaurant proprietor must consider both age demographics and the type of technology. The previous research on age and SOKs technology discovered a negative correlation between age and self-service preference, with diminishing rates as age increases (Troxell, 2014;Ishak et al, 2021). Knowles and Hanson revealed that older individuals are reluctant to new technologies due to a fear of making mistakes and a concern for their social responsibilities (Knowles and Hanson, 2018).…”

Section: Challenges Encountered On the Use Of Self-ordering Kiosksmentioning

confidence: 99%

“…A group researchers have found that the use of technology has a significant impact on the development of rapport between employees and clients (Giebelhausen et al, 2014;Gao et al, 2020). Less customer-employee engagement during the process of providing services will make it more challenging to develop customer relationships, upsell opportunities, and brand recognition (Ying, 2016;Ishak et al, 2021).…”

Section: Challenges Encountered On the Use Of Self-ordering Kiosksmentioning

confidence: 99%

“…These results were supported by the findings of Nam, Kim, and Jung's (2023) study, which concluded that, due to their lower levels of digital literacy, older individuals will continue to encounter difficulties when using SST. Similarly, technical issues that may arise during operation, such as insufficient programming usability, support or maintenance of obsolete equipment processes, slowed client aptitudes, and decreased system utilization, particularly during peak hours, have frequently pushed the buyer away (Travica, 2008;Ishak, 2021). Any negative experience, particularly in relation to SOKs, alters customers' perceptions of the technology, thereby severely limiting its use and adoption (Toh, 2018).…”

Section: Strongly Agree Total 329 Strongly Agreementioning

confidence: 99%

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An Analysis of Customer Perception on Self-Ordering Kiosk of Fast-Food Restaurants in San Pablo City, Laguna

B. Dela Peña,

Matthew Aquino

2023

Bus.org.soci

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Self-ordering kiosks are increasingly being used in fast-food restaurants due to their efficiency and convenience. However, little is known about how consumers perceive this technology and how their perception affects their willingness to use it. This study aimed to address this gap by answering five questions related to self-ordering kiosks in fast-food restaurants in San Pablo, Laguna. The study used a survey questionnaire and Technology Acceptance Model to evaluate how customers view self- ordering kiosks. Statistical treatments such as mean frequency, Kruskal Wallis H-Test, and effect size were used to analyze the data. The results showed that majority of the 300 respondents found self-ordering kiosks useful and easy to use, preferring them over ordering from staff. The study found that customer perception on self-ordering kiosks had a significant effect on the intention to use the system. The demographic profile of respondents was analyzed, and the study found that 59% of the respondents were male aged 21 to 30. Despite the positive findings, the study identified several obstacles, including technical difficulties, security concerns, and accessibility issues, that must be addressed. The study proposed technology enhancements such as headphone ports, bilingual interfaces, and digital payment options to enhance the accessibility and convenience of self-ordering kiosks in restaurants. The study findings can be used for market segmentation analysis and the development of targeted marketing strategies for different demographic groups. The study highlights the importance of understanding customer perceptions of self-ordering kiosks to improve customer satisfaction and increase adoption of this technology in fast-food restaurants.

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Section: Challenges Encountered On the Use Of Self-ordering Kiosksmentioning

confidence: 99%

Section: Self-service Kiosksmentioning

confidence: 99%

Section: Challenges Encountered On the Use Of Self-ordering Kiosksmentioning

confidence: 99%

Section: Challenges Encountered On the Use Of Self-ordering Kiosksmentioning

confidence: 99%

Section: Strongly Agree Total 329 Strongly Agreementioning

confidence: 99%

See 3 more Smart Citations

An Analysis of Customer Perception on Self-Ordering Kiosk of Fast-Food Restaurants in San Pablo City, Laguna

B. Dela Peña,

Matthew Aquino

2023

Bus.org.soci

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Organizational digital transformation: from evolution to future trends

Omol

2023

DTS

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PurposeThis article explores the emergence of organizational digital transformation in the rapidly advancing technological era. It discusses the origins, driving forces, strategies, challenges and broader implications.Design/methodology/approachThe article employs a scoping review methodology that synthesizes knowledge from the existing literature, research, case studies and other relevant sources.FindingsThe findings underscore the pivotal role that organizational digital transformation plays in an era of relentless technological advancement. Leadership, organizational culture and technological enablers are identified as crucial drivers of innovation and competitiveness within organizations. The article also emphasizes ethics as a crucial element of digital transformation, focusing in particular on concerns about data privacy and the morality of artificial intelligence. Additionally, the author talks about anticipated future trends that are anticipated to influence the future of digital transformation, such as the growing influence of artificial intelligence, the trend toward hyper-personalization and the emergence of quantum computing.Research limitations/implicationsThe assessment has failed to provide recommendations for the actual implementation because it has mainly concentrated on conceptual and strategic aspects. Furthermore, it does not clearly define the criteria for choosing real-world examples, which limits the representation of the different industries, size ranges of organizations and outcomes associated with digital transformation.Practical implicationsThe article stresses the significance of paying attention to the forces driving digital transformation while navigating ethical and societal concerns. In addition to highlighting the importance of anticipating future trends for strategic planning in the rapidly changing digital landscape, it emphasizes the advantages as incentives for organizations to invest in digital initiatives.Social implicationsThe investigation demonstrates how technology contributes to progress while posing complex ethical and change management issues. In light of increased connectivity, data analytics and artificial intelligence, it highlights the crucial need for societal adaptability and highlights the crucial role that cooperative human–machine coexistence plays in responsible development and transformative societal evolution.Originality/valueThe article stands out because it examines organizational digital transformation in-depth while considering its historical roots, ethical implications and future prospects. It is a priceless contribution to the field because real-world case studies and a scoping review provide a distinctive viewpoint and a comprehensive view of the effects of digital transformation on organizations and society.

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User Satisfaction Factors Self-Service Technology in Fast Food Restaurants Using The Heuristic Evaluation Method

Shinta Oktaviana,

Hermaliani,

Nurmalasari

et al. 2023

2023 Eighth International Conference on Informatics and Computing (ICIC)

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The Implementation of Self-Ordering Kiosks (SOKs): Investigating the Challenges in Fast Food Restaurants

Cited by 6 publications

References 17 publications

An Analysis of Customer Perception on Self-Ordering Kiosk of Fast-Food Restaurants in San Pablo City, Laguna

An Analysis of Customer Perception on Self-Ordering Kiosk of Fast-Food Restaurants in San Pablo City, Laguna

Organizational digital transformation: from evolution to future trends

User Satisfaction Factors Self-Service Technology in Fast Food Restaurants Using The Heuristic Evaluation Method

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