Relevant bibliographies by topics / Self-service kiosks

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Book chapters
  4. Conference papers

Academic literature on the topic 'Self-service kiosks'

Author: Grafiati
Published: 10 September 2021
Last updated: 29 July 2025

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Journal articles on the topic "Self-service kiosks"

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Rastegar, Nazi, Joan Flaherty, Lena Liang, and Hwan-suk Choi. "The adoption of self-service kiosks in quick-service restaurants." European Journal of Tourism Research 27 (March 1, 2021): 2709. http://dx.doi.org/10.54055/ejtr.v27i.2139.

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This study investigates factors influencing the customers’ decision to use self-service kiosks in quick service restaurants. A model incorporating Technology Acceptance Model and Satisfaction Model was developed to examine the relationships among trust, self-efficacy, perceived ease of use, perceived usefulness, perceived enjoyment, perceived value, satisfaction and behavioural intention toward using these kiosks. The moderating impact of age, gender and past self-service kiosks experience was also examined. An online survey that measured customer perceptions and evaluations of self-service ki
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Kim, Hyo-Jung, and Jin-Myong Lee. "Consumers’ Resistance and Continued Use Intention of Self-service Kiosk." Family and Environment Research 58, no. 3 (2020): 401–16. http://dx.doi.org/10.6115/fer.2020.029.

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Service providers have introduced interactive devices such as self-service kiosks to provide convenient and efficient services to consumers. Self-service kiosks are one of the most diverse technological forms of self-service technologies that provide control and freedom to consumers as well as reduce the frustration of line-ups. This study explores the predictors of consumer resistance and continued use intention with regard to self-service kiosks. It adopts three constructs on the following variables: perceived innovation characteristics, consumer characteristics, and gamification. An online
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Zahari, Abdul Rahman, Elinda Esa, Nor Hazlin Nor Asshidin, Khairul Nizam Surbaini, Azmer Ezwan Abdullah, and Nurshahirah Abd Majid. "The Study of Customers’ Expectations and Real Experiences Using the Self-Service Kiosk." International Journal of Professional Business Review 8, no. 8 (2023): e02295. http://dx.doi.org/10.26668/businessreview/2023.v8i8.2295.

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Purpose: This study examines the gap between residential customers' expected and real experiences with self-service kiosks from the perspective of a major Malaysian electrical service provider. Theoretical framework: The comparative study of customers’ expectations and real experiences using the self-service kiosk is excessive in various sectors like banking and transportation but limited in the energy sector in boosting customer engagement and leading to customer satisfaction. Design/Methodology/Approach: Using a stratified sample approach based on a sampling frame given by a Malaysian utilit
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Algarawi, Fetoon, and Nabeel Khan. "Integrating Cloud with Self Service Kiosk: An Impact Study on Society Evolution." International Journal of Interactive Mobile Technologies (iJIM) 15, no. 23 (2021): 186–94. http://dx.doi.org/10.3991/ijim.v15i23.27709.

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Self-Service Kiosks is the invention of moving technologies with improving the services into a new era of rapid development to society. Using Self-Service Kiosks changing the lifestyle schedule of the day, no need to make free time during the working hours to accomplish the services you need, as it's available 24/7. Public sectors are adopting SSKs at a high rate knowing its potential in revolutionizing how services are offered by improving work efficiency, work experience, relieving human workloads and reducing service cost. The integration of cloud technologies with SSK is an emerging tenden
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Yang, Qi, Warren Goodsir, and Jill Poulston. "Automation of the fast-food industry: Gen Z perspectives of self-service kiosks versus employee service." Hospitality Insights 3, no. 2 (2019): 7–8. http://dx.doi.org/10.24135/hi.v3i2.66.

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With the development of technology, self-service kiosks (kiosks) are increasingly being adopted by service providers such as hotels, restaurants, airports and banks [1, 2]. However, with the increasing search for more efficiency, calculability and control by replacing people with non-human technology, service quality and a sense of hospitality can be adversely impacted [3]. Nevertheless, many seem willing to use kiosks in fast-food restaurants [4], suggesting that these provide considerable value for some segments of the hospitality industry. Consequently, this study [5] explores young people’
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Wibowo, Yosi Irawati, I. Gusti Agung Ari Kusuma Yana, Gusti Ayu Putu Laksmi Puspa Sari, Bruce Sunderland, and Adji Prayitno Setiadi. "Self-medication practices among customers at non-pharmacy outlets during COVID-19 pandemic in Indonesia." International Journal of Public Health Science (IJPHS) 13, no. 4 (2024): 2024. http://dx.doi.org/10.11591/ijphs.v13i4.24136.

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A cross-sectional study was performed to describe self-medication practices of customers at kiosks and minimarkets in District X, Indonesia, during COVID-19 pandemic in 2021. A sample of 98 customers from 67 kiosks, and 100 customers from 52 minimarkets were interviewed using a validated questionnaire. Descriptive statistics were used to summarise the findings. Most drugs purchased at kiosks and minimarkets were general sales drugs, i.e., analgesic-antipyretic (64.3% versus 46.0%); however, prescription drug sales were reported (3.1% vs 3.0%, respectively). Kiosk and minimarket customers purch
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Wibowo, Yosi Irawati, I. Gusti Agung Ari Kusuma Yana, Gusti Ayu Putu Laksmi Puspa Sari, Bruce Sunderland, and Adji Prayitno Setiadi. "Self-medication practices among customers at non-pharmacy outlets during COVID-19 pandemic in Indonesia." International Journal of Public Health Science (IJPHS) 13, no. 4 (2025): 2024–32. https://doi.org/10.11591/ijphs.v13i4.24136.

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A cross-sectional study was performed to describe self-medication practices of customers at kiosks and minimarkets in District X, Indonesia, during COVID-19 pandemic in 2021. A sample of 98 customers from 67 kiosks, and 100 customers from 52 minimarkets were interviewed using a validated questionnaire. Descriptive statistics were used to summarise the findings. Most drugs purchased at kiosks and minimarkets were general sales drugs, i.e., analgesic-antipyretic (64.3% versus 46.0%); however, prescription drug sales were reported (3.1% vs 3.0%, respectively). Kiosk and minimarket customers purch
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Kim, Yumi, Kyounghoon Kim, and Jongwook Lee. "Usability Evaluation of Kiosks for Visually Impaired College Students." Proceedings of the Association for Information Science and Technology 60, no. 1 (2023): 1016–18. http://dx.doi.org/10.1002/pra2.930.

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ABSTRACTIn the rapid flow of digital transformation, kiosks have naturally become part of our daily lives. In this study, we targeted visually impaired college students in their 20s, the primary user group of kiosks. We evaluated the usability of a self‐service certificate issuance and fast‐food restaurant kiosks. Based on Nielsen's five usability evaluation criteria, we presented experimental tasks to the visually impaired college students, monitored their performance, and conducted interviews to assess usability. Through this process, we aimed to understand the usage difficulties of visually
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Stanley, Berthania, Yudha Pratama, and Agung Gita Subakti. "The Impact of Self-Order Kiosk and Service Quality on Customer Experience in McDonald’s Citra Garden 6 Jakarta." E3S Web of Conferences 426 (2023): 02073. http://dx.doi.org/10.1051/e3sconf/202342602073.

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The COVID-19 pandemic has accelerated the adoption of many kinds of technology in the food service industry. One of the commonly encountered technologies is Self-Order Kiosk (SOK). This study aims to determine the impact of self-order kiosks related to their service quality on customer experiences, whether it is satisfied or not. The research focuses on McDonald’s as the fast-food category, which implemented SOK in 2018 to improve its services. The study’s research method was quantitative, with data collection through a questionnaire to 117 respondents. The research object was McDonald’s Citra
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Marinakou, Evangelia, Charalampos Giousmpasoglou, and Kanpisuth Sakulrungsap. "Customer intention to reuse self-ordering kiosks in fast-food restaurant: the case of Bangkok, Thailand." Tourism and hospitality management 29, no. 4 (2023): 545–59. http://dx.doi.org/10.20867/thm.29.4.6.

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Purpose – The food sector has embraced new technologies in customer service, including self-ordering kiosks (SOKs). Such a service allows customers to select, customize, and pay for their meals through a device or kiosk. This study investigates customer satisfaction and intentions to reuse SOKs in the fast food context. Methodology/Design/Approach – This empirical study is based on quantitative research; an online survey with a self-administered questionnaire was designed to measure customer satisfaction and intention to reuse SOKs among adult Thai McDonald’s customers in Bangkok. Findings – T
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Dissertations / Theses on the topic "Self-service kiosks"

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Torres, Bryan C. "Examining Self-Service Kiosks in Quick-Service Restaurant Settings." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1505242/.

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Research is needed that examines the effects of kiosk technology on restaurant operational performance measures, such as total sales. The study employs a 2X2 between-subjects field experimental design to empirically test the hypothesized relationships proposed in the research model. The data collection site was Burger King located in the student union of a large Tier 1 research university in southwest USA. The independent variables included ordering method (kiosk vs. cashier) and operational volume (peak vs. off-peak). The dependent variables were cognitive and affective attitudes, behavioral
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Caramba-Coker, Fiona O. S. "Consumer attitudes and behavioral intention towards self-service kiosks in hotels a cultural perspective /." Access to citation, abstract and download form provided by ProQuest Information and Learning Company; downloadable PDF file, 98 p, 2009. http://proquest.umi.com/pqdweb?did=1889090331&sid=5&Fmt=2&clientId=8331&RQT=309&VName=PQD.

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Deel, Gary. "EXPLORING THE ASSOCIATION OF THE ATTRIBUTES OF SELF-SERVICE KIOSKS, CUSTOMER CHECK-IN SATISFACTION, AND CUSTOMER COMMITMENT IN C." Master's thesis, University of Central Florida, 2010. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/3052.

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Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously suppo
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Ramalho, Maria do Carmo Ruiz Freitas. "Antecedentes da utilização de tecnologias self-service : o caso dos quiosques do Mcdonald’s." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/17363.

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Mestrado em Gestão e Estratégia Industrial<br>Todos os dias assistimos a inovações tecnológicas que vêm alterar e revolucionar as nossas rotinas. Na área dos serviços, temos assistido a uma automatização dos mesmos, sendo o tradicional funcionário prestador de serviços substituído por tecnologias, que operacionalizadas pelo próprio cliente acabam por desempenhar a mesma função. A presente dissertação teve como objetivo estudar a relação entre algumas características tanto das tecnologias como do consumidor e a sua intenção de voltar a utilizar estas tecnologias, as chamadas tecnologias self
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Cavanagh, Thomas. "THE KIOSK CULTURE: RECONCILING THE PERFORMANCE SUPPORT PARADOX IN THE POSTMODERN AGE OF MACHINES." Doctoral diss., University of Central Florida, 2006. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/3793.

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Do you remember the first time you used an Automatic Teller Machine (ATM)? Or a pay-at-the-pump gas station? Or an airline e-ticket kiosk? How did you know what to do? Although you never received any formal instruction in how to interact with the self-service technology, you were likely able to accomplish your task (e.g., withdrawing or depositing money) as successfully as an experienced user. However, not so long ago, to accomplish that same task, you needed the direct mediation of a service professional who had been trained how to use the required complex technology. What has changed? In sho
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Chin, Yu-Chi, and 金禹圻. "Passengers' Intention to Continue Using Common-use Self-Service Kiosks at Taiwan Taoyuan International Airport." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/847r3m.

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碩士<br>元智大學<br>經營管理碩士班(企業管理與服務科學學程)<br>104<br>With the rapid growth of information technology, Self-Service Technologies (SST) gradually replaces traditional face-to-face service. To this end, Aviation industries are no exception, and improve the check-in efficiency through Common-Use Self-Service kiosks (CUSS). Currently, low installation ratio of CUSS in Asian region, and passenger acceptance of such automatic service is not without questions including not easy-to-use, personal information leaking etc. Therefore, this study constructs and tests a hybrid model, which integrated Unified Theory
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HUANG, YU-LING, and 黃郁霖. "Exploring the Impact of Self-Service Technology on Brand Equity through Expectation Disconfirmation Theory—The Empirical Study for Kiosks of CVS Channel in Taiwan." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/mh634f.

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碩士<br>國立臺北大學<br>國際企業研究所<br>104<br>Annual sales through kiosks are rising annually and SSTs are said to be one of the “10 ideas that are changing the world”. With the growing population of SST users, SST channel becomes more and more crucial to firms. Replacing human service with machines has the opportunity to drastically cut costs by avoiding labor costs, enhance productivity and efficiency, provides consumers with new and convenient service channels. In this study, we combine brand extension theory and expectation disconfirmation theory to examine the details of SST consumer behavior for fir
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Lin, Tian-Wang, and 林添旺. "Customer Attitudes toward kiosk in Convenience Store:A Perspective of Self-Service Technology." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/61164776242077273576.

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碩士<br>國立高雄第一科技大學<br>行銷與流通管理所<br>95<br>The density of convenience stores (CVS) in Taiwan is the highest in the world. CVS play a very important role in Taiwan’s retail industry due to channel density throughout Taiwan. Competition among CVS players is intense. The CVS have to resort to every conceivable means for competition, applying information technology to advance competitiveness and segmentation. Applying Self-Service Technologies (SSTs), for instance, Automated Teller Machine (ATM), for attracting customers, is becoming a basic equipment of CVS. Recently, the CVS introduced Multiple Media
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Lai, Sen-Piao, and 賴燊標. "An Empirical Study of Technology Acceptance of Self-service Technologies (SSTs)—A case of Airline Self-service Check-in Kiosk." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/48460352429161988791.

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碩士<br>國立臺灣科技大學<br>企業管理系<br>96<br>Abstract Based on the rapid growing trend of the Information and Communication Technology ( ICT), service providers introduced the new and convenient Self-service Technologies(SSTs). These new technologies can help increase efficiency and save cost mainly due to the fact that the customers can complete their check-in procedures by themselves. However, the introduction of SST was not widely utilized immediately. Therefore, the major challenge presented here for the service provider is to identify the key obstacles affecting the usage of SST. Technology Acce
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Chen, Chueha-Ju, and 陳珏如. "Apply Self-service technologies (SST) in hospital to provide personal health information services– an example of KIOSK system." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/46123544789507155521.

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碩士<br>元智大學<br>資訊管理學系<br>98<br>In this study, how to implement Kiosk self-service in hospital to provide patient-oriented health care service. The functions self-services are designed according to patient’s needs and can provide interface for patient to access health information which improves personal health record accessibility and ownership. The integration of medical care information system, national health insurance IC card authentication, and interbank credit card / debit card financial transaction accomplished paperless and clerk-less front desk service. Since July 2008 to April 2010, th
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Book chapters on the topic "Self-service kiosks"

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Forgasz, Helen, Jennifer Hall, and Simone Zmood. "Online Mathematics “Self-Help Kiosks” to Support Pre-Service Teachers." In Teaching and Learning Mathematics Online. Chapman and Hall/CRC, 2020. http://dx.doi.org/10.1201/9781351245586-23.

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Forgasz, Helen, Jennifer Hall, and Simone Zmood. "Online Mathematics “Self-Help Kiosks” to Support Pre-Service Teachers." In Teaching and Learning Mathematics Online, 2nd ed. Chapman and Hall/CRC, 2025. https://doi.org/10.1201/9781003398547-32.

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El-Said, Osman Ahmed, and Toleen Al Tall. "Studying the Factors Influencing Customers’ Intention to Use Self-service Kiosks in Fast Food Restaurants." In Information and Communication Technologies in Tourism 2020. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-36737-4_17.

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Sandnes, Frode Eika. "Improving the Robustness to Input Errors on Touch-Based Self-service Kiosks and Transportation Apps." In Lecture Notes in Computer Science. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-94277-3_50.

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Hwang, T. K. Philip, Ssu-Min Wu, Guan-Jun Ding, Ting-Huan Ko, and Ying-Chia Huang. "Employing Personalized Shortcut Options and Group Recommending Options for Improving the Usability of User Interface of Hospital Self-service Registration Kiosks." In Universal Access in Human–Computer Interaction. Design and Development Approaches and Methods. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-58706-6_29.

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Ueda, Keiichi, and Setsuya Kurahashi. "The Passenger Decision Making Mechanism of Self-service Kiosk at the Airport." In New Frontiers in Artificial Intelligence. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-61572-1_11.

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Wang, Sheng-Ming, and Chen Han. "An Analysis of Gender Differences in the Innovative Function Design of Supermarket Self-service Checkout Kiosk." In HCI in Business, Government and Organizations. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-05544-7_26.

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Günay, Aslı, Çiğdem Erbuğ, Paul Hekkert, and Natalia Romero Herrera. "Changing Paradigms in Our Interactions with Self-Service Kiosks." In Advances in Human and Social Aspects of Technology. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-6228-5.ch002.

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Human-computer interaction and holistic user experiences are considered crucial concepts in the design of interactive products, where interactive self-service kiosks require special attention, as they are different than any other type of consumer and personal products. The public nature of self-service kiosks suggests that social context may have an important role in understanding the experience of users when interacting with such products. Yet, this is hardly reflected in the development of self-service kiosks in which usefulness and functionality are still the basic, and usually the only, co
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Rajalakshmi, K., C. Hemachandran, and K. Guru. "Enhancing Kiosk Efficiency With Artificial Intelligence." In Practical Applications of Self-Service Technologies Across Industries. IGI Global, 2025. https://doi.org/10.4018/979-8-3373-4667-0.ch004.

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This paper explores the integration of Artificial Intelligence (AI) in self-service kiosks, focusing on how customer profiling techniques enhance their efficiency and effectiveness. AI-powered kiosks use algorithms to analyze user behavior, preferences, and demographics, delivering personalized experiences. Methods include purchase history analysis, Wishlist integration, behavioral analytics, and demographic insights, allowing kiosks to recommend tailored products. Sentiment analysis from social media and predictive analytics anticipate customer needs, while context-aware personalization adapt
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Borbon, Noelah Mae D. "Kiosk Revolution." In Advances in Business Strategy and Competitive Advantage. IGI Global, 2024. https://doi.org/10.4018/979-8-3693-7683-6.ch004.

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This chapter explores the transformative impact of self-service kiosks in the fast food industry in the Philippines. The chapter traces the humble beginnings of kiosks in the early 2000s and examines their evolution as fast-food chains recognized the need to enhance customer satisfaction and operational efficiency. The chapter discusses the practical advantages of kiosks. Despite these hurdles, the positive customer experience and operational benefits have driven the widespread adoption of kiosks in the fast food industry. In response to these challenges, fast food chains have made significant
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Conference papers on the topic "Self-service kiosks"

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Koon, Julie Koon, and Patrick Hosein. "Optimal Placement of Self-Service Banking Kiosks." In 2024 IEEE International Conference on Technology Management, Operations and Decisions (ICTMOD). IEEE, 2024. https://doi.org/10.1109/ictmod63116.2024.10878131.

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Wisastra, Albertus Lian, Amaganza Engwy Ardianyah, Berren Arisandy Hermanto, and Devyano Luhukay. "The Influence of Self-Service Kiosks on Customer Experience in Retail Stores." In 2024 International Electronics Symposium (IES). IEEE, 2024. http://dx.doi.org/10.1109/ies63037.2024.10665819.

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Vinsensius, Leo, Daffa Danendra, Tiurida Lily Anita, and Arif Zulkarnain. "The Role of Technological Assistance: Assessing Service Quality in Self-Service Kiosk." In 2024 9th International Conference on Business and Industrial Research (ICBIR). IEEE, 2024. https://doi.org/10.1109/icbir61386.2024.10875781.

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Borja, Patrick Ray C., James Patrick A. Acang, Gerry L. Contillo, and Michael Angelo P. Burac. "Improving the Point-of-Sale Operations of the Mariano Marcos State University Through the Integration of Portable Self-Service Kiosk." In 2024 9th International Conference on Information Technology and Digital Applications (ICITDA). IEEE, 2024. https://doi.org/10.1109/icitda64560.2024.10809427.

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Hsien Tsai, Yi, Ching I Chen, and Meng-Cong Zheng. "Usability Evaluation of Self-Service Ticketing Kiosks in Cinemas." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003204.

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Self-service systems have flourished in recent years; to make it easier for consumers to purchase tickets, cinema operators introduced self-service ticketing kiosks. The performance of the operator interface and the amount of time spent affect the user's propensity to utilize the self-service ticketing kiosk at the Cinema. In the initial observation, most individuals prefer to purchase tickets at the traditional counter rather than the self-service option. This study used an experimental task, SUS, QUIS, and participant's feedback questionnaire, to determine why self-service ticketing kiosks a
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Shan Lee, Yi, I. Wen Yen, and Meng-Cong Zheng. "Usability Evaluation of Self-Ordering Kiosks in Fast Food Restaurants." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003203.

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In recent years, the introduction of technology and digital management into the service industry has gradually changed consumers' lifestyles. With the popularization of equipment systems, the development and use of self-ordering kiosks have gained much attention in the restaurant industry. However, the utilization rate of self-ordering kiosks has been meager since their establishment, and they cannot relieve the queues at the counter. This study investigates whether self-ordering kiosks in fast food restaurants can meet customers' needs to achieve a self-ordering process and improve ordering e
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Aleksandrov, Oleg, and Elena Dobrolyubova. "Public Service Delivery through Automated Self-Service Kiosks." In EGOSE '15: Challenges in Eurasia. ACM, 2015. http://dx.doi.org/10.1145/2846012.2846048.

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Kaur, Harpreet, and Sonali Malhotra. "Use of “Kiosks” as a Self Service Tools in Libraries." In 2018 5th International Symposium on Emerging Trends and Technologies in Libraries and Information Services (ETTLIS). IEEE, 2018. http://dx.doi.org/10.1109/ettlis.2018.8485257.

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Hayashi, Elaine C. S., Ewerton M. Menezes, Robson E. Duarte, Fabiani de Souza, Cristiane M. Ogushi, and Sergio H. Mourthe Duarte. "Inclusive storytelling workshop [Universal usability for technology in self-service kiosks]." In 2014 International Conference on Information Society (i-Society). IEEE, 2014. http://dx.doi.org/10.1109/i-society.2014.7180494.

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Horst, Robin, Ramtin Naraghi-Taghi-Off, and Ralf Dorner. "An Assistance System Framework for Virtual Reality Self-Service E-Learning Kiosks." In 2022 IEEE Games, Entertainment, Media Conference (GEM). IEEE, 2022. http://dx.doi.org/10.1109/gem56474.2022.10017801.

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