외식업체 키오스크 이용속성이 20대고객의 만족도와 충성도에 미치는 영향

Abstract

The main purpose of this study was to discover how usage attributes affect the kiosk usage of customers in their 20s, and to provide future suggestions for the successful adoption of kiosks by catering companies.BR Results from this study showed that overall, the usage level of kiosks at fast food restaurants was very high, with many respondents choosing to use the kiosk ordering method due to the lack of other ordering methods which did not require active use. 32.6% of respondents replied that the main advantage of kiosks was the ability to order without interacting face-to-face with employees, On the other hand 22.3% of respondents replied that the main disadvantage of using the kiosk was the differing levels of difficulty in different kiosks’ user interfaces. The main kiosk usage attributes which affected customer satisfaction and loyalty included the presentation of information, error management, system design, and service style, with all of these attributes having a positive effect on customer satisfaction and loyalty. Additionally, this study found that customer satisfaction holds a positive effect on customer loyalty.