The extent of implementation of technology-based self-service (tbss) among fast-food restaurants : A mixed method approach /
Alfonso, Daniella Jenn R.
The extent of implementation of technology-based self-service (tbss) among fast-food restaurants : A mixed method approach / Daniella Jenn R. Alfonso., Roland Dave H. Dela Cruz., John Errol A. Hernando John Humprey T. Vida - Vol 3 (1) pages 184-213 : illustrations ;
I. ABSTRACT
The Technology-Based Self-Service (TBSS) has one of the most significant impacts on today's
food service industry. Thus, TBSS was implemented to provide a high level of customer
satisfaction. This study aimed to determine the level of satisfaction in terms of engagement,
functionality, aesthetics, and information quality. This study also dealt with the challenges of
the use of TBSS. This study also determined the difference in the level of TBSS satisfaction
and users' profiles. A mixed-method approach was used to analyze the extent of TBSS
implementation further. The researchers used concurrent triangulation as a research design to
gather and analyze quantitative and qualitative data simultaneously. After gathering the data
from the survey and interview, using probability sampling method and descriptive analysis
were used to summarize and find patterns for the qualitative six (6) step process. The data were
coded, and the result of the survey revealed that most of the customers are satisfied with the
implementation of TBSS in fast-food restaurants. The data collected from the interview
revealed that not all customers are experiencing high levels of satisfaction in using TBSS,
especially elders. The self-ordering process has become part of a new age of dining experience.
To further satisfy the customers, this study proposed that an upgrade of a system is to occur as
part of the TBSS maintenance process as well as its visual representation of the products on
the screen. This study posed to provide further information about the device and its impacts
upon implementation in fast-food restaurants around the globe.
1908-3165
Extent Implementation
high level satisfaction
self-ordering
food service industry
TBSS
The extent of implementation of technology-based self-service (tbss) among fast-food restaurants : A mixed method approach / Daniella Jenn R. Alfonso., Roland Dave H. Dela Cruz., John Errol A. Hernando John Humprey T. Vida - Vol 3 (1) pages 184-213 : illustrations ;
I. ABSTRACT
The Technology-Based Self-Service (TBSS) has one of the most significant impacts on today's
food service industry. Thus, TBSS was implemented to provide a high level of customer
satisfaction. This study aimed to determine the level of satisfaction in terms of engagement,
functionality, aesthetics, and information quality. This study also dealt with the challenges of
the use of TBSS. This study also determined the difference in the level of TBSS satisfaction
and users' profiles. A mixed-method approach was used to analyze the extent of TBSS
implementation further. The researchers used concurrent triangulation as a research design to
gather and analyze quantitative and qualitative data simultaneously. After gathering the data
from the survey and interview, using probability sampling method and descriptive analysis
were used to summarize and find patterns for the qualitative six (6) step process. The data were
coded, and the result of the survey revealed that most of the customers are satisfied with the
implementation of TBSS in fast-food restaurants. The data collected from the interview
revealed that not all customers are experiencing high levels of satisfaction in using TBSS,
especially elders. The self-ordering process has become part of a new age of dining experience.
To further satisfy the customers, this study proposed that an upgrade of a system is to occur as
part of the TBSS maintenance process as well as its visual representation of the products on
the screen. This study posed to provide further information about the device and its impacts
upon implementation in fast-food restaurants around the globe.
1908-3165
Extent Implementation
high level satisfaction
self-ordering
food service industry
TBSS