IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v8y2024i11p764-773.html
   My bibliography  Save this article

Customers’ Satisfaction on Self-service Technology (SST) in a Full-Service Smart Restaurant: An Exploratory Study

Author

Listed:
  • Noraslinda Mohd Said

    (Arshad Ayub Business School (AAGBS), Universiti Teknologi MARA (UiTM) Shah Alam, Selangor, Malaysia)

  • Herwina Rosnan

    (Arshad Ayub Business School (AAGBS), Universiti Teknologi MARA (UiTM) Shah Alam, Selangor, Malaysia)

Abstract

Following the COVID-19 pandemic, numerous restaurants have increasingly integrated technology into their operations, especially in the front-of-the-house areas. They have significantly accelerated the adoption of self-service technology (SST) in Malaysia, and their use continues to expand. This includes self-service technology (SST) for placing orders and robots to deliver food and beverages. As a result, the traditional service model characterized by direct, face-to-face interactions with servers is undergoing a transformation. It highlights the shift in full-service restaurants towards integrating SST due to the pandemic which alters traditional service models for enhanced customer experience. The research explores how self-service technology (SST) usage in smart restaurants impacts customers’ satisfaction. A qualitative approach was used in this study to explore customers’ satisfaction with self-service technology in a full-service smart restaurant. Participants were chosen using purposive sampling to have experience using self-service technology. Initial screening involved asking participants about their previous SST usage to determine eligibility for an interview. A semi-structured interview questions were developed and six participants were selected to participate in this study. The findings raised concerns about technostress, particularly related to internet connectivity issues affecting the usability of self-service technology. The result revealed that internet connectivity issues, user proficiency, employee support, and system design are critical factors influencing the effectiveness and customer satisfaction with self-service technology in full-service restaurants. Addressing these concerns can improve customer experiences and satisfaction levels in full-service smart restaurant settings.

Suggested Citation

  • Noraslinda Mohd Said & Herwina Rosnan, 2024. "Customers’ Satisfaction on Self-service Technology (SST) in a Full-Service Smart Restaurant: An Exploratory Study," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(11), pages 764-773, November.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:11:p:764-773
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-8-issue-11/764-773.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/customers-satisfaction-on-self-service-technology-sst-in-a-full-service-smart-restaurant-an-exploratory-study/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Rosenbaum, Mark S. & Wong, IpKin Anthony, 2015. "If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technology," Journal of Business Research, Elsevier, vol. 68(9), pages 1862-1868.
    2. Kyung Hwa Seo & Jee Hye Lee, 2021. "The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction," Sustainability, MDPI, vol. 13(8), pages 1-16, April.
    3. Merkle, Moritz, 2019. "Customer Responses to Service Robots–Comparing Human-Robot Interaction with Human-Human Interaction," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 123632, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    4. Ramon Palau-Saumell & Santiago Forgas-Coll & Javier Sánchez-García & Emilio Robres, 2019. "User Acceptance of Mobile Apps for Restaurants: An Expanded and Extended UTAUT-2," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    5. Abhijeet Biswas, 2022. "Elucidating the role of digital technologies in bridling the ramifications of COVID-19 in restaurant services: moderation of pandemic susceptibility and severity," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 72(10), pages 3048-3075, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    2. Yue-Ming Guo & Wai-Ling Ng & Fei Hao & Chen Zhang & Shu-Xu Liu & Adil Masud Aman, 2023. "Trust in Virtual Interaction: The Role of Avatars in Sustainable Customer Relationships," Sustainability, MDPI, vol. 15(18), pages 1-17, September.
    3. Xinlu Wen & Marios Sotiriadis & Shiwei Shen, 2023. "Determining the Key Drivers for the Acceptance and Usage of AR and VR in Cultural Heritage Monuments," Sustainability, MDPI, vol. 15(5), pages 1-24, February.
    4. Nattakit Yuduang & Ardvin Kester S. Ong & Yogi Tri Prasetyo & Thanatorn Chuenyindee & Poonyawat Kusonwattana & Waranya Limpasart & Thaninrat Sittiwatethanasiri & Ma. Janice J. Gumasing & Josephine D. , 2022. "Factors Influencing the Perceived Effectiveness of COVID-19 Risk Assessment Mobile Application “MorChana” in Thailand: UTAUT2 Approach," IJERPH, MDPI, vol. 19(9), pages 1-19, May.
    5. Xin Lin & RunZe Wu & Yong-Taek Lim & Jieping Han & Shih-Chih Chen, 2019. "Understanding the Sustainable Usage Intention of Mobile Payment Technology in Korea: Cross-Countries Comparison of Chinese and Korean Users," Sustainability, MDPI, vol. 11(19), pages 1-23, October.
    6. Stock-Homburg, Ruth & Kirchhoff, Jérôme & Heinisch, Judith S. & Ebert, Andreas & Busch, Philip & Rawal, Niyati & David, Klaus & Wendt, Janine & Spiecker gen. Döhmann, Indra & Stryk, Oskar von & Hannig, 2022. "Responsible Human-Robot Interaction with Anthropomorphic Service Robots: State of the Art of an Interdisciplinary Research Challenge," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 130084, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    7. Huiyue Ye & Sunny Sun & Rob Law, 2022. "A Review of Robotic Applications in Hospitality and Tourism Research," Sustainability, MDPI, vol. 14(17), pages 1-15, August.
    8. Vanduy Tran & Shengchuan Zhao & El Bachir Diop & Weiya Song, 2019. "Travelers’ Acceptance of Electric Carsharing Systems in Developing Countries: The Case of China," Sustainability, MDPI, vol. 11(19), pages 1-22, September.
    9. Fengying Hu & Zhenglong Zhou, 2022. "Monopoly or competition: strategic analysis of a retailing technology service provision," Electronic Commerce Research, Springer, vol. 22(4), pages 1651-1689, December.
    10. Swapan Kumar Saha & Guijun Zhuang & Sihan Li, 2020. "Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh," Sustainability, MDPI, vol. 12(3), pages 1-22, February.
    11. Savita Gupta & Ravi Kiran & Rakesh Kumar Sharma, 2023. "Embedding Technology Interface and Digital Payment Drivers in the Unified Theory of Acceptance and Use of Technology 2 Model: Transforming Behavioral Intention to Sustained Intention," Sustainability, MDPI, vol. 15(17), pages 1-18, August.
    12. Mariia Sozoniuk & Jonghun Park & Natalia Lumby, 2022. "Investigating Residents’ Acceptance of Mobile Apps for Household Recycling: A Case Study of New Jersey," Sustainability, MDPI, vol. 14(17), pages 1-18, August.
    13. Teng, Lefa & Sun, Chuluo & Chen, Yifei & Lever, Michael W. & Foti, Lianne, 2024. "Partner or servant? The influence of robot role positioning on consumers’ brand evaluations," Journal of Business Research, Elsevier, vol. 180(C).
    14. Berrin Arzu Eren, 2024. "Antecedents of robo-advisor use intention in private pension investments: an emerging market country example," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 683-698, September.
    15. Gyutae Lee & Yunsik Kim, 2022. "Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use," SAGE Open, , vol. 12(2), pages 21582440221, May.
    16. Nattakit Yuduang & Ardvin Kester S. Ong & Nicole B. Vista & Yogi Tri Prasetyo & Reny Nadlifatin & Satria Fadil Persada & Ma. Janice J. Gumasing & Josephine D. German & Kirstien Paola E. Robas & Thanat, 2022. "Utilizing Structural Equation Modeling–Artificial Neural Network Hybrid Approach in Determining Factors Affecting Perceived Usability of Mobile Mental Health Application in the Philippines," IJERPH, MDPI, vol. 19(11), pages 1-19, May.
    17. Perengki Susanto & Mohammad Enamul Hoque & Verselly Nisaa & Md Asadul Islam & Yusniza Kamarulzaman, 2023. "Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model," SAGE Open, , vol. 13(3), pages 21582440231, July.
    18. Gary Cokins & Ionica Oncioiu & Mirela Cătălina Türkeș & Dan Ioan Topor & Sorinel Căpuşneanu & Carmen Adina Paștiu & Delia Deliu & Alina Nicoleta Solovăstru, 2020. "Intention to Use Accounting Platforms in Romania: A Quantitative Study on Sustainability and Social Influence," Sustainability, MDPI, vol. 12(15), pages 1-17, July.
    19. Ameen, Nisreen & Shah, Mahmood Hussain & Sims, Julian & Choudrie, Jyoti & Willis, Robert, 2020. "Are there peas in a pod when considering mobile phone and mobile applications use: A quantitative study," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    20. Ahlam Mohammed Al-Abdullatif & Merfat Ayesh Alsubaie, 2022. "Using Digital Learning Platforms for Teaching Arabic Literacy: A Post-Pandemic Mobile Learning Scenario in Saudi Arabia," Sustainability, MDPI, vol. 14(19), pages 1-20, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:8:y:2024:i:11:p:764-773. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.