EVALUATING THE IMPACT OF TECHNOLOGICAL LAG ON SERVICE QUALITY AT TROPICAL HUT, EVER COMMONWEALTH QUEZON CITY

Abstract

Technology serves as a vital tool in today's fast-paced and competitive food industry. Fast food establishments can maintain a strong market presence by adopting innovative technologies that improve customer satisfaction, operational speed, and service accuracy. However, the researchers have identified several challenges currently faced by Tropical Hut due to its lack of technological advancement. One major concern is the absence of a self-service kiosk, which can lead to communication issues between customers and cashiers, especially during peak hours. This can be particularly problematic for food customization, as customers with allergies may experience miscommunication or errors in their orders. Furthermore, outdated systems may result in longer wait times, customer dissatisfaction, and potential loss of business. To assess the impact of technological lag on service quality and customer experience at Tropical Hut, Ever Commonwealth, Quezon City, the researchers adopted a quantitative research design utilizing a random sampling technique. Survey questionnaires were administered to a total of sixty-five (65) respondents, comprising fifty (50) customers and fifteen (15) employees. Studies have shown that technological lag poses several challenges that significantly affect service quality in fast food operations. Customers increasingly value diverse payment options and the convenience of a modernized ordering system. Although the establishment demonstrates strengths in menu clarity and food customization, inefficiencies in the order-taking process remain a concern. Long queues and delays during peak hours hinder overall service flow and customer satisfaction. Integrating a digital order management system could streamline operations, reduce dependence on manual paper tickets, and enhance order accuracy. Furthermore, targeted staff training in communication and improved coordination between front-of-house and kitchen staff are essential to minimizing miscommunication. Implementing rigorous order verification protocols would not only reduce human error but also help prevent food waste, ultimately contributing to a more efficient and customer-centric service experience. In an increasingly digital and fast-paced environment, technology has become a vital foundation for delivering convenience, operational efficiency, and customer satisfaction. To remain competitive and responsive to evolving customer expectations, the company should prioritize investment in a robust and reliable Point-of-Sale (POS) infrastructure. This will not only streamline transactions but also minimize system downtime and service disruptions. Clear and accessible communication of allergen and dietary information must be integrated into the ordering process to safeguard customer health and enhance trust. Additionally, the implementation of an intelligent order queuing system can help optimize service flow, while routine maintenance of kitchen equipment is essential to prevent operational delays. Equally important is the provision of comprehensive staff training programs, empowering employees to manage a variety of tasks effectively and engage confidently with customers. These strategic improvements will collectively contribute to a more seamless, efficient, and customer-focused dining experience.