Exploring Customer Views on Digitalized vs. Traditional Restaurants: A Study in the Restaurant Industry

Abstract

The main objective of this study is to explore and analyze customer perceptions and views regarding digitalized restaurants compared to traditional restaurants. This study would also help the restaurant industry transform into digitalization that corresponds with customers' views. For research purposes, data collection from a sample of customers who have recently dined in both types of restaurants by conducting a questionnaire targeting at least 100 respondents was conducted. The questionnaire focused on gathering data related to customers' perspectives and satisfaction and examining the variables of efficiency and effectiveness and perceived benefits such as convenience, visuals, time consumption, customization, loyalty and rewards programs, and digital feedback. The data were analyzed using Statistical Package for the Social Sciences (SPSS). Based on the study, most customers prefer digitalized restaurants over traditional ones. The survey revealed that this type of restaurant brings more benefits and convenience to customers. The restaurant industry may need to improve its services by implementing technology that is acceptable for use in order to meet consumer expectations and demands regarding dining.