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Journal articles on the topic 'Self-service kiosks'

Author: Grafiati

Published: 10 September 2021

Last updated: 29 July 2025

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1

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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8

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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Pawar, Sanchit, Asle Fagerstrøm, and Valdimar Sigurdsson. "An Explorative Study of How Visceral States Influence the Relationship between Social Proof Heuristics and Donation Behavior When Consumers Are Using Self-Service Kiosks." Sustainability 12, no. 22 (2020): 9477. http://dx.doi.org/10.3390/su12229477.

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Self-service kiosks are increasingly being used in situations where a person is out to buy food and/or drinks. Several cause-related marketing initiatives have capitalized on using self-service technology to include small donation requests at the point of purchase. In this context, it is highly likely that during such purchase situations, a person is under the influence of a visceral state like hunger or thirst. This study investigated how a simulated visceral state of thirst could influence donation behavior. More specifically, how donation social proof indicators presented on self-service ki

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Yeoh, Rong-Qing, Selvan Perumal, Mathivannan Jaganathan, and Yawar Abbas. "Investigating the Roles of Technological and Consumer Characteristics on Behavioural Intention to Adopt Self-Service Checkout Kiosks." Journal of Advanced Research in Technology and Innovation Management 14, no. 1 (2025): 20–29. https://doi.org/10.37934/jartim.14.1.2029.

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The post-pandemic era causes retailers to rethink the business operation model to reduce human forces, and people are more reliant on smart retail technologies. Despite the trend being favourable to retail digitalisation, the geographical discrepancy and inconsistent diffusion of self-service checkout kiosks indicated that the insights from developed countries are less explainable in the adoption process in Malaysia. Therefore, the present study aims to investigate the roles of technological and consumer characteristics on the behavioural intention to adopt self-service checkout kiosks. The in

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Leung, Xi Y., Bryan Torres, and Alei Fan. "Do kiosks outperform cashiers? An S-O-R framework of restaurant ordering experiences." Journal of Hospitality and Tourism Technology 12, no. 3 (2021): 580–92. http://dx.doi.org/10.1108/jhtt-03-2020-0065.

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Purpose This study aims to compare the performance of self-service kiosks in a quick-service setting with the performance of cashiers. In particular, this study explores both internal responses and external responses between the two ordering methods with the moderating role of crowdedness. Design/methodology/approach This study develops a theoretical framework based on the stimulus-organism-response (S-O-R) model. A 2 × 2 field experiment was conducted in a real quick-service outlet to collect data. Findings The results reveal that customers reported a better experience when using self-service

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Um, Taehyee, and Namho Chung. "Attitude Change towards Self-Service Technology Adoption Using Latent Growth Modeling." Journal of Smart Tourism 2, no. 3 (2022): 5–15. https://doi.org/10.52255/smarttourism.2022.2.3.2.

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As the utilization of technology in the tourism field becomes familiar, it greatly impacts people's tourism activities. These changes could also affect the behavior of tourists during the pandemic. To investigate consumers’ adaptation to the self-service technology (SST) environment during the coronavirus disease of 2019 (COVID-19) pandemic, we adopted a model of absorptive capacity as the main framework for empirical research. To track the social effects of COVID-19, consumers’ behavioral intentions for four different points in time are collected. The analysis was conducted using latent growt

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Kim, Jin-Kyu, Jae-Jang Yang, and Yong-Ki Lee. "How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?" Sustainability 15, no. 13 (2023): 10168. http://dx.doi.org/10.3390/su151310168.

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As many customers stopped dining out during COVID-19, most restaurants suffered financially. Even after the pandemic, some customers remain wary of being in a crowded place and show resistance to eating out. Restaurants faced with customer resistance and a labor shortage started to adopt electronic devices to minimize human contact and were recognized as having safety protocols in place. Kiosks have gained popularity in the restaurant industry as they can help reduce interpersonal contact, save labor costs, streamline the ordering process, and increase customer satisfaction and loyalty. This s

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Na, Tae-Kyun, Sun-Ho Lee, and Jae-Yeon Yang. "Moderating Effect of Gender on the Relationship between Technology Readiness Index and Consumers’ Continuous Use Intention of Self-Service Restaurant Kiosks." Information 12, no. 7 (2021): 280. http://dx.doi.org/10.3390/info12070280.

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This study aims to analyze the moderating effect of gender on the relationship between technology readiness and willingness to continue using self-service kiosks in fast-food restaurants among middle-aged and older consumers. We conducted a survey from 1 May to 30 May 2020 among 320 consumers born in or before 1980 who only used kiosks in fast-food restaurants. The findings are as follows: First, the more innovative and optimistic the consumer, the more they are willing to continue using kiosks, whereas the more discomfort the consumer feels, the less likely they are to continue using them. Se

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Alessandra, Davila Dipas Katherine Alessandra, and Jongki Kim. "Factors influencing the Intention to Use Self-Service Kiosks in South Korea." Korean Data Analysis Society 27, no. 2 (2025): 347–65. https://doi.org/10.37727/jkdas.2025.27.2.347.

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Mohd. Asri, Dian Aszyanti Atirah, Khairunnajwa Edleena Khairol Edwan, and Muhammad Mustafa Mirza Zulkifli. "The Influence of Self-Service Kiosk Technology on Customer Satisfaction at Subang International Airport: A Proposed Conceptual Framework." BORNEO AKADEMIKA 8, no. 2 (2024): 15–22. https://doi.org/10.24191/ba/v8i2/108279.

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This study presents a conceptual framework for investigating the influence of self-service kiosk technology on customer satisfaction at Subang International Airport. Despite the prevalence of self-service kiosks, empirical research on customer satisfaction with this technology at Subang International Airport is scarce. This research aims to fill this gap by examining the impact of perceived usefulness (PU), perceived ease of use (PEOU), and perceived enjoyment (PE) on customer satisfaction. The conceptual framework draws on the Technology Acceptance Model (TAM) as a theoretical foundation and

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Kim, Miyoung, and Hailin Qu. "Travelers' behavioral intention toward hotel self-service kiosks usage." International Journal of Contemporary Hospitality Management 26, no. 2 (2014): 225–45. http://dx.doi.org/10.1108/ijchm-09-2012-0165.

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Hagen, Simen, and Frode Eika Sandnes. "Toward accessible self-service kiosks through intelligent user interfaces." Personal and Ubiquitous Computing 14, no. 8 (2010): 715–21. http://dx.doi.org/10.1007/s00779-010-0286-8.

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Günay, Asli, and Çiğdem Erbuğ. "Eliciting positive user experiences with self-service kiosks: pursuing possibilities." Behaviour & Information Technology 34, no. 1 (2014): 81–93. http://dx.doi.org/10.1080/0144929x.2014.937459.

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Vakulenko, Yulia, Daniel Hellström, and Pejvak Oghazi. "Customer value in self-service kiosks: a systematic literature review." International Journal of Retail & Distribution Management 46, no. 5 (2018): 507–27. http://dx.doi.org/10.1108/ijrdm-04-2017-0084.

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Purpose The purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective. Design/methodology/approach The study comprises a systematic literature review of available works on customer value. Findings The paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes t

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Vakulenko, Yulia, Pejvak Oghazi, and Daniel Hellström. "Innovative framework for self-service kiosks: Integrating customer value knowledge." Journal of Innovation & Knowledge 4, no. 4 (2019): 262–68. http://dx.doi.org/10.1016/j.jik.2019.06.001.

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Kim, Ji-Won. "The Effect of Perceived Benefits of Kiosk on Customer and Employee Satisfaction and Reuse Intention." Global Convergence Research Academy 3, no. 2 (2024): 90–100. https://doi.org/10.57199/jgcr.2024.3.2.90.

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Kiosks are self-service devices that allow customers and employees to purchase products or services non-face-to-face, and unmanned in various service industries has recently been commercialized. Most of the preceding studies have been conducted on the characteristics of kiosks leading to satisfaction and reuse intention. Therefore, in a situation where kiosks are being put into practical use, additional studies on various aspects of kiosks are needed. Although various studies on kiosks are being conducted, it deals only with the relationship between the characteristics viewed from the perspect

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Lee, Hyun-Joo, Ann Fairhurst, and Hyeon Jeong Cho. "Gender differences in consumer evaluations of service quality: self-service kiosks in retail." Service Industries Journal 33, no. 2 (2013): 248–65. http://dx.doi.org/10.1080/02642069.2011.614346.

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Lee, Hyun-Joo. "Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting." International Journal of Retail & Distribution Management 43, no. 8 (2015): 676–92. http://dx.doi.org/10.1108/ijrdm-04-2014-0049.

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Purpose – The purpose of this paper is to understand the underlying mechanism of how consumer-to-store employee and consumer-to-self-service technology (SST) interaction qualities contribute to consumer retail patronage. Design/methodology/approach – A total of 300 surveys for each type of in-store kiosk were used for the data analysis. The proposed model was analysed using structural equation modelling. Findings – This study suggests a direct link from SST usage frequency to perception of SST service quality. Also, retail patronage intentions were positively influenced by both interpersonal s

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Xavier, Emmanuel Kaisser, Jetlee Putra, and Tiurida Lily Anita. "Customer satisfaction from the self – service kiosks’ UI/UX and the customer continuance intention to use." E3S Web of Conferences 426 (2023): 01083. http://dx.doi.org/10.1051/e3sconf/202342601083.

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In this era where development of information and communication technology (ICT) has played a vital role in improving service that uses User Experience and User Interface as a base to conduct technology implementation in service of restaurant business with the result of Self-service Kiosk in a fast- food restaurant. This research aims to determine the Satisfaction and the Continuance Intention of the customer usage on the Self-service Kiosk. This study used a quantitative method using Purposive Sampling to collect answers using questionnaire with the tools of Google Form for sample of 172 respo

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Lee, Eun Mi, and Saejoon Oh. "Self-service kiosks: an investigation into human need for interaction and self-efficacy." International Journal of Mobile Communications 20, no. 1 (2022): 33. http://dx.doi.org/10.1504/ijmc.2022.119955.

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Oh, Saejoon, and Eun Mi Lee. "Self-service Kiosks: An Investigation into Human Need for Interaction and Self-efficacy." International Journal of Mobile Communications 19, no. 1 (2021): 1. http://dx.doi.org/10.1504/ijmc.2021.10033393.

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Sabatová, Jarmila, Jozef Galanda, František Adamčík, Martin Jezný, and Radoslav Šulej. "Modern Trends in Airport Self Check-in Kiosks." MAD - Magazine of Aviation Development 4, no. 20 (2016): 10. http://dx.doi.org/10.14311/mad.2016.20.02.

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<p align="LEFT">Due to maintain the flow of the check-in process of air passengers, it is essential that services that ensure this process have been carried as quickly and effectively. One of the major current problems in this area is the efficiency of clearance of a large number of passengers over the check-in counters. By the gradual development of so-called self check-in services eventually delegate some activities in check-in process to passengers and the entire clearance process to speed up. In this article the authors deal with current state of the use of self check-in services in

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Cambra-Fierro, Jesús, Iguácel Melero-Polo, Lia Patrício, and F. Javier Sese. "Channel Habits and the Development of Successful Customer-Firm Relationships in Services." Journal of Service Research 23, no. 4 (2020): 456–75. http://dx.doi.org/10.1177/1094670520916791.

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Technology advances have profoundly changed the way customers and service organizations interact, leading to a multitude of service channels. This study investigates consumer habits toward service channels in order to understand the influence of these channel habits on perceptions and intentions (perceived switching costs and attitudinal loyalty) and on consumer behavior (service usage and cross-buy). We empirically test the framework in the financial services industry, and the results reveal that physical store habit increases perceived switching costs and that acquired habits toward the phys

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Ayob, Muhd Affan, and Noradzhar Baba. "Self-Ordering Kiosk Usage and Purchase Behavior in Quick Service Restaurant: A Case in Alor Setar’s Quick Service Restaurants." International Journal of Research and Innovation in Social Science IX, no. XV (2025): 779–89. https://doi.org/10.47772/ijriss.2025.915ec0056.

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This research investigates the connection between the use of self-ordering kiosks and the purchasing behavior of customers in quick service restaurants (QSRs) located in Alor Setar, Malaysia. The research uses the Unified Theory of Acceptance and Use of Technology (UTAUT2) to investigate important elements like performance expectancy, effort expectancy, social influence, enabling conditions, habit, and technology phobia. It examines the ways in which these characteristics affect customers’ willingness to accept and acquire products.

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Lee, Hwaran, Eunkyung Kang, Kyung Young Lee, Minwoo Lee, and Sung-Byung Yang. "Factors Influencing Post-Adoption Resistance to Self-Order Kiosks at Fast-Food Restaurants: A Focus on the New-Silver Generation." Journal of Smart Tourism 3, no. 2 (2023): 23–36. https://doi.org/10.52255/smarttourism.2023.3.2.4.

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Due to the phenomenon of aging, a new consumer segment known as the “new-silver generation” is emerging. Unlike the previous silver generation, this generation possesses significant economic power and consuming willingness, attracting attention from consumer goods companies. However, both the new-silver generation and the elderly face challenges in adopting contactless or self-service technologies such as self-order kiosks, resulting in negative reactions. Therefore, this study aims to investigate the attitude and response of the new-silver generation towards kiosks, as well as the factors inf

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Wongyai, Phutawan Ho, Kamonpat Suwannawong, Panisa Wannakul, Teeris Thepchalerm, and Tosporn Arreras. "The adoption of self-service check-in kiosks among commercial airline passengers." Heliyon 10, no. 19 (2024): e38676. http://dx.doi.org/10.1016/j.heliyon.2024.e38676.

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Wu, Xiaojun, Hanxiao Xiang, Yize Wang, and Yixi Huo. "How does customer satisfaction change after hotels start using self-service kiosks?" International Journal of Hospitality Management 122 (September 2024): 103872. http://dx.doi.org/10.1016/j.ijhm.2024.103872.

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Chang, Hsin-Li, and Cheng-Hua Yang. "Do airline self-service check-in kiosks meet the needs of passengers?" Tourism Management 29, no. 5 (2008): 980–93. http://dx.doi.org/10.1016/j.tourman.2007.12.002.

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Lee, Hyun‐Joo, Ann E. Fairhurst, and Min‐Young Lee. "The importance of self‐service kiosks in developing consumers' retail patronage intentions." Managing Service Quality: An International Journal 19, no. 6 (2009): 687–701. http://dx.doi.org/10.1108/09604520911005071.

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Ku, Edward C. S., and Chun-Der Chen. "Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport." Journal of Air Transport Management 32 (September 2013): 87–94. http://dx.doi.org/10.1016/j.jairtraman.2013.07.001.

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Wang, Panzhang, Lei Yu, Tao Li, Liang Zhou, and Xin Ma. "Use of Mobile Technologies to Streamline Pretriage Patient Flow in the Emergency Department: Observational Usability Study." JMIR mHealth and uHealth 12 (June 7, 2024): e54642. http://dx.doi.org/10.2196/54642.

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Background In emergency departments (EDs), triage nurses are under tremendous daily pressure to rapidly assess the acuity level of patients and log the collected information into computers. With self-service technologies, patients could complete data entry on their own, allowing nurses to focus on higher-order tasks. Kiosks are a popular working example of such self-service technologies; however, placing a sufficient number of unwieldy and fixed machines demands a spatial change in the greeting area and affects pretriage flow. Mobile technologies could offer a solution to these issues. Objecti

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Chang, Hsin Hsin, Chen Su Fu, Po Wen Fang, and Yu-Cheng Cheng. "The effects of relationship maintenance and relationship investment on self-service technology relationship performance." Information Technology & People 29, no. 3 (2016): 496–526. http://dx.doi.org/10.1108/itp-08-2014-0171.

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Purpose – The purpose of this paper is to extend the utilitarian value of the dedication-based relationship maintenance mechanism of social exchange theory and customer perceived relationship investment to investigate the relationship performance of a retailer launching a self-service technology (SST). Computer anxiety and time consciousness are hypothesized to moderate the effects among these relationships. Design/methodology/approach – The results of the structural equation model, with in-store kiosk use experience data collected for 211 respondents, supported the research model. Multiple re

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Um, Taehyee, Taekyung Kim, and Namho Chung. "How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?" Sustainability 12, no. 12 (2020): 5119. http://dx.doi.org/10.3390/su12125119.

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To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and serv

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Elvira Ananda, Chintya. "Proposed Solutions for Improving Queue Management Efficiency at Bebeke Om Aris." Jurnal Pendidikan Indonesia 6, no. 1 (2025): 477–87. https://doi.org/10.59141/japendi.v6i1.7067.

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The rapid growth of the food and beverage sector, especially in bustling urban environments, requires ongoing improvements in operational effectiveness to keep up with the rising demand and client standards. This study examines the queue management system at the Hasanudin branch of Bebeke Om Aris, a renowned restaurant in Bandung, Indonesia, that specializes in duck and chicken cuisine. The restaurant's operational performance is significantly impacted by extended waiting times experienced during busy periods. The objective of this research is to to develop and evaluate strategies for diminish

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Izzuddin, Muhammad Daffa, and Zaenal Abidin. "The Service Quality Effect of McDonald’s Self-Service Technology towards Customer Loyalty: A Cognition Affective Behavior Theory Approach." Journal of Advances in Information Systems and Technology 7, no. 1 (2025): 1–14. https://doi.org/10.15294/jaist.v7i1.8891.

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Self-service technology (SST) is a technological interface that allows customers to obtain services independently. SST includes self-checkout machines, food or ticket ordering kiosks, internet services, automated gas stations, and others. The adoption of SST has been an endeavor for firms to improve service quality, enhance operational efficiency, and increase the likelihood of achieving competitive advantage gains. However, empirical evidence is needed to better understand customer expectations of SST service quality and how SST service quality impacts customer loyalty. Therefore, the purpose

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Kokkinou, Alinda, and David A. Cranage. "Why wait? Impact of waiting lines on self-service technology use." International Journal of Contemporary Hospitality Management 27, no. 6 (2015): 1181–97. http://dx.doi.org/10.1108/ijchm-12-2013-0578.

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Purpose – The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to understand what drives customers to use them. Service operators have the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding self-service kiosks. Design/methodology/approach – The study used online scenario-based surveys following a 4 (numb

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Sarran, Dave, and Mikhil Cox. "Investigating factors influencing passengers’ intention to use self-service kiosks: A study of the immigration clearance process in Guyana." International Journal of Information Technology, Research and Applications 4, no. 1 (2025): 1–15. https://doi.org/10.59461/ijitra.v4i1.112.

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This study examines influential factors towards a passenger’s intention to use self-service technologies (SSTs) as part of the immigration clearance process when entering Guyana. For this study, a conceptual model was created by extending the Technology Acceptance Model (TAM) to account for a passenger’s need for human interaction (HI), their previous experience (PE) and facilitating conditions (FC). Data for this study was collected using a distributed questionnaire and analysed using the partial least squares structural equation modelling (PLS-SEM) technique. Findings show that of the five t

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Sarran, Dave, and Mikhil Cox. "Investigating factors influencing passengers’ intention to use self-service kiosks: A study of the immigration clearance process in Guyana." Journal of Information Systems and Technology Research 4, no. 1 (2025): 1–12. https://doi.org/10.55537/jistr.v3i3.911.

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This study examines influential factors towards a passenger’s intention to use self-service technologies (SSTs) as part of the immigration clearance process when entering Guyana. For this study, a conceptual model was created by extending the Technology Acceptance Model (TAM) to account for a passenger’s need for human interaction (HI), their previous experience (PE) and facilitating conditions (FC). Data for this study was collected using a distributed questionnaire and analysed using the partial least squares structural equation modelling (PLS-SEM) technique. Findings show that of the five t

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Sehgal, Himani Laxshmi Kaur, Geva Greenfield, Ana Luisa Neves, Mark Harmon, Azeem Majeed, and Benedict Hayhoe. "Efficacy and safety of a digital check-in and triage kiosk in emergency departments: a systematic review protocol." BMJ Open 14, no. 7 (2024): e084506. http://dx.doi.org/10.1136/bmjopen-2024-084506.

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IntroductionIncreasing demand for healthcare services worldwide has led to unprecedented challenges in managing patient flow and delivering timely care in emergency care settings. Overcrowding, prolonged waiting times, reduced patient satisfaction and increased mortality are some of the consequences of this increased demand. To address this issue, some healthcare providers have turned to digital systems, such as self-check-in kiosks, for efficient patient triage and prioritisation. While digital triage systems hold promise for efficient patient prioritisation, reduced data duplication, shorter

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Andreatea Ottemusu, Maria, Michelle Adeline, Sylvia Chandra, and Adilla Anggraeni. "Theory Continuance Technology (TCT): Exploring The Effect of Self-Efficacy As Antecedent And Satisfaction On Continuance Intention Of Gas Station Self-Service Technology." Journal of World Science 2, no. 10 (2023): 1757–65. http://dx.doi.org/10.58344/jws.v2i10.467.

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This research aims to assess the intention to use SST by customers at Jabodetabek gas stations. To investigate the influence of customer self-efficacy on SST continuance intention at gas stations. To determine the effect of satisfaction on SST continuance intention at gas stations. Moreover, to assess customer satisfaction and continuance intention after using SST at gas stations. The method used in this research is quantitative; data analysis techniques are used to conduct statistical tests consisting of convergent validity tests, discriminant validity tests and reliability tests. So, the res

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Sachani, Dipakkumar Kanubhai, Niravkumar Dhameliya, Kishore Mullangi, Sunil Kumar Reddy Anumandla, and Sai Charan Reddy Vennapusa. "Enhancing Food Service Sales through AI and Automation in Convenience Store Kitchens." Global Disclosure of Economics and Business 10, no. 2 (2021): 105–16. http://dx.doi.org/10.18034/gdeb.v10i2.754.

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According to one study, AI and automation may boost convenience store kitchen food service sales. The primary goals were to study how AI and automation technologies boost revenue, customer satisfaction, and operational efficiency. A review used secondary data from industry reports, case studies, and academic literature. Significant findings show that AI-driven predictive analytics improve inventory management by precisely estimating demand and decreasing waste and stockouts. Automatic cooking technology maintains food quality and speed, while self-service kiosks and mobile ordering platforms p

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Fan, Yizhen. "An Empirical Research on the Characteristics and Improvement Direction of Self-Service Kiosk at Shanghai Pudong Airport." Highlights in Business, Economics and Management 39 (August 8, 2024): 231–38. http://dx.doi.org/10.54097/z7zprb05.

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This study explores the characteristics and improvement directions of the self-service kiosks (SSKs) at Shanghai Pudong International Airport. By providing multilingual support, accessible interfaces, high recognition accuracy, and aesthetically pleasing designs, SSKs help reduce check-in time and minimize interpersonal contact, thereby enhancing passenger satisfaction and expanding customer base. By using the Shanghai Pudong International Airport as a case study, the relevant data was collected through online questionnaires to analyze the impact of SSK characteristics on their usage by using

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