Customer satisfaction on ordering kiosks among selected fast-food restaurants / Cease, Daniella E. Cortez, Valerie P. Craw, George Edward O. De Jesus, Rafaella Anne F. Dilay, Ingrid Jann, Vergara, Alliah Jade D. Villardez, Ashley Marie L. 6

Business Research: (BSBA major in Operations Management) - Pamantasan ng Lungsod ng Maynila, 2024. 56

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ABSTRACT This research study titled Customer Satisfaction on Ordering Kiosks among Selected Fast-food Restaurants, aims to thoroughly evaluate customer satisfaction towards self- ordering kiosks of selected fast-food restaurants in Manila, specifically. Mcdonald's, Jollibee, and KFC. The study seeks to analyze respondents' experience of kiosk performance in terms of convenience, timesaving, usability, accuracy, and contactless interactions; and customer satisfaction in terms of service quality and atmosphere. Additionally, the researchers aim to determine the demographic characteristics of the participants and identify if there is a statistical significance with kiosk performance and customer satisfaction, as well as the relationship between kiosk performance and customer satisfaction on ordering kiosks of selected fast-food restaurants. The researchers employed the descriptive and inferential method, and the survey was conducted in Manila, with a total of 180 respondents using quota sampling. The research employed various instruments and statistical treatments, including descriptive analysis, mean and mode calculations, nonparametric test of significant differences, and correlation measures. The findings of the study revealed the customers' positive experience of all kiosk performance and customer satisfaction dimensions across the selected fast-food restaurants. In contrast with previous research, the results also indicated that the demographic characteristics of the participants had no significant role in influencing the respondents' kiosk performance experience and customer satisfaction. Likewise, the research demonstrated that there is no significant relationship between kiosk performance and customer satisfaction. This suggests that there may be little to no varying preferences and priorities regarding self-ordering kiosks among distinct demographic cohorts. Furthermore, the study provides valuable recommendations for employees, fast-food restaurants, national and local govemments, and future researchers to enhance the customer service quality of self-ordering kiosks and minimize potential risks. KEYWORDS: Kiosks, Customer Satisfaction, Quick Service Restaurants, Service Quality, Atmosphere, Accuracy, Contactless, Convenience, Timesaving, Usability.

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