An evaluation of customer experience, preference, and satisfaction of self-service kiosks in the fast food restaurants in Davao City

Abstract

The study aims to evaluate the customer experience, preference, and satisfaction of using self-service kiosks in fast food restaurants in Davao City. Using adapted research questionnaires, the researchers conducted in-person interviews with 400 participants in this study. We employed a Likert scale to gauge the respondents' satisfaction and opinion on the study. The findings, as indicated by the mean, indicate that Davao City's fast-food restaurants' self- service kiosks provide a satisfactory customer experience regarding preference and satisfaction. Meanwhile, it shows that one of the indicators of customer experience, preference, and satisfaction with using the self-service kiosks in fast-food restaurants in Davao City was very satisfactory. The other two indicators showed satisfaction. This indicates that while the consumer is Delighted with their experience, their contentment with the self-service kiosk is the only thing that satisfies them. Additionally, a strong association between customer experience, preference, and satisfaction with self-service kiosks in Davao City fast-food restaurants was found using the P-value approach. The correlation matrix demonstrates that the combined results of the variables and indicators were more than the crucial value of 0.05. Consequently, the null hypothesis is rejected, indicating no discernible change in Davao City fast-food establishments' customer experience, preferences, and satisfaction with self- service kiosks.