Determinants of Consumer Intention to Continue Using Table-Top Tablet Ordering Systems in Restaurant Businesses

Abstract

As restaurant businesses adopt new table-top ordering system (TTOS), the management would want to measure the success of their technology investment. One good indicator is whether returning customers will choose to continue using TTOS after their initial experience. Founded on the Expectation-Confirmation Model (ECM), this study answers the question by investigating customers’ continuance intention to use TTOS. Survey data from 140 regular restaurant customers who have prior experience with TTOS shows that satisfaction and perceived usefulness significantly affect continuance intention to use. Perceived usefulness, perceived enjoyment, and user interface significantly influence satisfaction while confirmation significantly affects perceived usefulness, perceived enjoyment, and user interface. Self-efficacy has significant impact on user interface; confirmation does not have significant impact on satisfaction. The findings have valuable implications for restaurant businesses and IT companies on how they should design or update their TTOS in the future.