Customer satisfaction from the self – service kiosks’ UI/UX and the customer continuance intention to use

Hotel Management Department, Faculty of Digital Communication and Hotel & Tourism, Bina Nusantara University, Jakarta, Indonesia

Abstract

In this era where development of information and communication technology (ICT) has played a vital role in improving service that uses User Experience and User Interface as a base to conduct technology implementation in service of restaurant business with the result of Self-service Kiosk in a fast- food restaurant. This research aims to determine the Satisfaction and the Continuance Intention of the customer usage on the Self-service Kiosk. This study used a quantitative method using Purposive Sampling to collect answers using questionnaire with the tools of Google Form for sample of 172 respondent that visits the fast-food restaurant and using the self-service kiosk in DKI Jakarta and its surrounding area. The data is processed using SmartPLS 4.0 as the statistical tool. There are four variables, with five hypotheses; the study shows that all hypotheses have significant effect. These results prove that User Experience and User Interface of Self-service Kiosk in restaurants can give a positive effect on restaurant business sustainability by continuing to buy the restaurants’ product through Self- service Kiosk.