Status : Verified
| Personal Name | Geaga, Hannah Angelica J.; Satuito, AJ B. |
|---|---|
| Resource Title | A comparative study on customers’ experience between counter service and self-ordering kiosks in fast food restaurants |
| Date Issued | 12 January 2026 |
| Abstract | Fast food restaurants have had a lot of changes in innovation that allows for a smoother customer experience. One of these newest innovations was the self-ordering kiosk—a touch screen menu where customers can input their orders instead of the traditional ordering method of speaking to the cashier. In this study, the researchers looked into the customer experience between the traditional counter service and self-ordering kiosks, focused on queueing, order placement, and order acquisition. A Qualtrics-based survey was administered to respondents aged 18-59, who had experience with both traditional counter service and self-ordering kiosks in fast food restaurants within Metro Manila. The findings showed differences in customers' experience between the two ordering methods. For counter service, simplicity of the ordering process was the major contributor to customer satisfaction and waiting time was the least. For self-ordering kiosks, the lowered total time spent was the main factor that led to customer satisfaction, while customers had a problem with order accuracy. In addition, the study found that customer satisfaction had a significant relationship on the behavioral intention, influencing customers’ reuse intention. |
| Degree Course | Bachelor of Science in Hotel, Restaurant, and Institution Management |
| Language | English |
| Keyword | Customer experience; Counter service; Self-ordering kiosks; Fast food restaurants—Philippines; Consumer satisfaction; Customer services; Self-service systems |
| Material Type | Thesis/Dissertation |
Preliminary Pages
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Category : F - Regular work, i.e., it has no patentable invention or creation, the author does not wish for personal publication, there is no confidential information.
Access Permission : Open Access