Assessing the Attributes of Self-service Menu Tablet Ordering Towards Customer Satisfaction
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2018, Vol 8, Issue 17
Abstract
With the advancement of technology nowadays, it is believed that technology will enhance the internal operation of a restaurant and further deliver the best performance to the existing customers. The technology-based ordering system requires the customer to self-perform meal ordering processes by using the tablet menu provided by the restaurant on each dining table. There are three main attributes of self-service menu tablet ordering that can influence customer satisfaction, namely technology usability, menu information and menu design. These attributes may significantly influence customer satisfaction since restaurateurs may still struggling in familiarising themselves with the technology and also in designing an interface for an attractive and informative menu. Hence, this study aims to investigate the relationship between self-service menu tablet ordering attributes and customer satisfaction. A quantitative cross-sectional research design was opted for this study. The findings indicate that all self-service menu tablet ordering attributes significantly contribute to customer satisfaction. This study also reveals that technological usability emerges to be the main predictor for customer satisfaction related to self-service menu tablet ordering. Hence, future studies could be done to investigate the readiness of local restaurant in implementing self-service menu tablet ordering system in their business operations.
Authors and Affiliations
Zuraini Mat Issa, Fadhziatul Azwa Fudzali, Norhayati Mohd Yusoff
Keywords
Related Articles
- EP ID EP598986
- DOI 10.6007/IJARBSS/v8-i17/5233
- Views 49
- Downloads 0
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