| Issue |
E3S Web Conf.
Volume 426, 2023
The 5th International Conference of Biospheric Harmony Advanced Research (ICOBAR 2023)
|
|
|---|---|---|
| Article Number | 02073 | |
| Number of page(s) | 11 | |
| Section | Innovative Management and Sustainable Society | |
| DOI | https://doi.org/10.1051/e3sconf/202342602073 | |
| Published online | 15 September 2023 | |
The Impact of Self-Order Kiosk and Service Quality on Customer Experience in McDonald’s Citra Garden 6 Jakarta
Hotel Management Department, Faculty of Digital Communication and Hotel & Tourism, Bina Nusantara University, Jakarta, Indonesia 11480
* Corresponding author: berthaniastanley02@gmail.com
The COVID-19 pandemic has accelerated the adoption of many kinds of technology in the food service industry. One of the commonly encountered technologies is Self-Order Kiosk (SOK). This study aims to determine the impact of self-order kiosks related to their service quality on customer experiences, whether it is satisfied or not. The research focuses on McDonald’s as the fast-food category, which implemented SOK in 2018 to improve its services. The study’s research method was quantitative, with data collection through a questionnaire to 117 respondents. The research object was McDonald’s Citra Garden 6, with their customers as the population. The result of this study indicates that there are significant impacts between the self-order kiosk and customer experience, service quality to the customer experiences, and a significant impact between the self-order kiosk and service quality to the customer experience of McDonald’s Citra Garden 6.
© The Authors, published by EDP Sciences, 2023
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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