Assessment Customer Satisfaction on the Self-Service Kiosks in Jollibee and McDonald’s Fast-Food Restaurants in Quezon City

Vol.4, No.1

Abstract

The food business industry develops and improves for the gratified satisfaction of their
customer or guests; in recent years, many restaurant businesses have used various types of
technologies to improve their operations and customer satisfaction. During the previous years,
the food service industry has evolved significantly from having written orders in the restaurant
to paper to a digital point-of-sale system. The technological advancements that were
introduced in Internet ordering, digital payment, and reservation apps are all part of the food
service industry. And now, new technological innovations have been introduced, such as
menu-ordering tablets or self-service kiosks. To serve their customers, fast-food restaurants
aggressively adopted self-service kiosks customer effectively and efficiently. One of the
technologies that enable this is the self-service kiosk. In this light, the researchers aim to
improve customer satisfaction regarding the new system that was introduced by two of the
most well-known fast-food chains in the Philippines.

Respondents are aged between 18-24 years old, male closely followed by female
respondents, and are mostly employed with a monthly salary of 10,000 to 15,000 pesos. The
restaurant mobile app is available at any time, and using restaurant kiosks makes the food
ordering process easier and smoother. Overall, customers are satisfied using kiosk machines
to order food. Yet, customers still encounter problems when using the machines.

The staff of fast-food and the management are advised to assign a staff member to the kiosk
machine to assist customers who are having trouble using the kiosk for the benefit of the fast-
food staff and management. Customers who are unfamiliar with the kiosk machine are
advised to educate themselves.