SYNTHESIS

The review literature and studies provided the researchers with information and

insights that were necessary in the conceptualization of the study. All cited literature

greatly helped the present researchers for further understanding of the study. 

The study of international journal of academic research in business and social

sciences (2020)entitled “Customer Satisfaction Towards Self-Service Kiosks for Quick

Service Restaurants (QSRs) in Klang Valley” are similar to present study because

they also study the customer satisfaction towards self service kiosk and we have a

similar in all variables in terms of customer satisfaction, ordering speed, convenience,

menu design and accuracy. The Study on the Application of Kiosk Service as the

Workplace Flexibility: The Determinants of Expanded Technology Adoption and Trust

of Quick Service Restaurant Customers Kyung Hwa Seo (2020) study presents

fundamental data on the technology acceptance of kiosks in QSR (Quick Service

Restaurants) and the marketing plans for efficient management performance.

According to Meuter,et.al. (2000) entitled Self Service Technologies:Understanding

Customer Satisfaction with Technology-Based Service Encounters which focus on

customer satisfaction using sel service kiosk regarding accounts, bills paying,

frequently asked questions, and delivery tracking specially self service kiosk in fast

food restaurants. In study of Dabholkar & Bagozzi, 2012; Ivanov, Webster, &

Berezina, 2017; Buhalis, Harwood, Bogicevic, Viglia, Beldona, & Hofacker, 2019 is

also similar in present study because its also aimed the importance of self service

technology in restaurants. In study of Lee, & Coote, 2007; Wei, Torres, & Hua, 2017);

boost service speed and order accuracy (Kincaid & Baloglu, 2005) this is corroborated
by a recent study, which discovered that over 80% of consumers link restaurant

technology with improved convenience and 70% with quicker, more precise service

(National Restaurant Association, 2017a). In study of Rastegar (2018) shows self service

kiosk that related in resent study.

Table 4.3.3

Difference in Consumer Satisfaction towards Self-service Order-Taking Kiosks in

Terms of Highest Educational Attainment.

Self Service Kiosk Computed p-value Decision Interpretation

f-value on Ho

Design 3.020 0.032 Reject Significant

Difference

Accuracy 2.067 0.107 Accept No Significant

Difference

Convenience 3.064 0.030 Reject Significant

Difference

Ordering Speed 0.991 0.399 Accept No Significant

Difference

Table 4.3.3 illustrates the consumer satisfaction towards self-service order

taking kiosks of fast-food restaurants in Batangas city in terms of highest educational

attainment basis. The result revealed that two indicators namely design and

convenience speed have p-values of greater than .05 level of significance with the

decision of reject the null hypothesis. This means that there is significance difference
in the extent of consumer satisfaction towards self service order taking kiosk of fast

food restaurants in Batangas City in terms of design and convenience. However the

two indicators in terms of accuracy and ordering speed have a p-values of less than

0.05 level of significance which indicate the decision of failed to reject the null

hypothesis. This also means that there is no significance difference in the extent of

consumer satisfaction towards self service order taking kiosk of fast food restaurants

in Batangas City .

Measures of education are frequently taken into account when analyzing a wide

range of social outcomes as well as when analyzing population and social

development. The ability to participate in and succeed in the labor market, among

other economic phenomena, are strongly influenced by education (e.g. Card, 1999;

Hartog, 2000; Jenkins and Siedler, 2007). Education is crucial in domains that are

much less evident, like health (e.g. Desai and Alva, 1998; Kunst and Mackenbach,

1994; Lindeboom et al., 2009; Ross and Wu, 1995). Since there is no one,

straightforward, or widely accepted measure of education, researchers may first

underestimate how challenging it is to quantify education effectively. Because of this,

it is far from simple to measure someone's education within a social survey, and those

who analyze social survey data should be aware of the difficulties and dangers of

using education variables in statistical analyses.

 Table 4.3.4

Difference in Consumer Satisfaction towards Self-service Order-Taking Kiosks in

Terms of Civil Status

Self Service Kiosk Computed p-value Decision Interpretation

f-value on Ho

Design 2.530 0.083 Accept No Significant

Difference

Accuracy 1.966 0.144 Accept No Significant

Difference

Convenience 4.530 0.012 Reject Significant

Difference

Ordering Speed 1.556 0.214 Accept No Significant

Difference

Table 4.3.4 illustrates the significant difference in the consumer satisfaction

towards self-service order-taking kiosks in terms of civil status. As shown in the table,

one of the indicators of civil status namely convenience, have p-value of less than .05

level of significance which indicate the decision of rejecting the null hypothesis. This

means that there is a significance difference in terms of convenience. However the

three indicators in terms of design, accuracy and ordering speed have a p-values of

greater than 0.05 level of significance which indicate the decision of failed to reject the

null hypothesis. This also means that there is no significance difference in the extent

of consumer satisfaction towards self service order taking kiosk of fast food

restaurants in Batangas City .

According to Collier and Sherell 2010, convenience in the context of self-service

is the perceived time and effort needed to locate and facilitate using an SSK.
Convenience is directly related to how much time and effort (resources) must be put

out to complete a task from the perspective of resource matching. For instance, if an

SST is in a bad location or a busy place, the client must take into account the

environmental elements around, which takes extra time and resources away from the

self-service activity.