Level of Customer Satisfaction with Using Technology-Based Self-Service Kiosks in Fastfood Industries Along Valenzuela City

Vol. 5, No. 1

Abstract

The purpose of the study is to determine the level of customer satisfaction with using a technology-based self-service kiosk at KFC Malanday in Valenzuela City, in terms of demographic profile in terms of age, gender, and civil status, Level of satisfaction as assessed to senior and non-senior in terms of taking orders, menu modifications, and transaction processes the difficulties encountered and proposed improvement plan.

The study utilized a mixed research method with fifteen (15) senior and fifteen (15) non-senior respondents for a total of thirty (30) customer respondents at KFC Malanday using a convenience sampling technique.

The result of the study reveals that the respondents 59 years old and below are single, while 60 years old and above are married. Most of the respondents are female, both senior and non-senior. The level of customer satisfaction of seniors in terms of taking orders, menu modification, and transaction process were all interpreted as “strongly agree," with an overall weighted mean of 3.54 for seniors and 3.43 for nonsenior; this shows that seniors were most satisfied with the cited variables. However, there are some difficulties encountered by the respondents: double-punching of orders, lack of human interaction in need of assistance, sudden malfunctions of touchscreen and lack of knowledge for first-time users. On this study, it reveals that there is no significant difference between the assessments of the senior and non-senior groups of respondents. This study proposed an Improvement plan to enhance level of satisfaction.

The result demonstrate the usefulness of this approach by describing the study's factors. This is important since knowledge from individuals with self-service kiosk expertise can be highly beneficial in comprehending the system. It is used for assessing the satisfied customers feel with the driven by technology self-service kiosks in the fast-food sector particularly in KFC at Valenzuela City.