TY  - BOOK
AU  - Alfonso, Daniella Jenn R. 
AU  -  Dela Cruz, Roland Dave H.
AU  - Hernando, John Errol A. 
AU  - Vida, John Humprey T. 
TI  - The extent of implementation of technology-based self-service (tbss) among fast-food restaurants : : A mixed method approach 
SN  - 1908-3165
KW  - Extent Implementation
KW  - high level satisfaction
KW  - self-ordering
KW  - food service industry
KW  - TBSS
N1  - 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

ER  -