statement of the problem for the research Entitled:Measuring Customer Service Efficiency: A

Quantitative Study on AI-KIOSK Integration

with the survey questionare:

1. Have you visited a fast-food restaurant(Jollibee, Mcdonalds, etc.) with a (KIOSK) in the past 6
months?
2. How often do you visit a fast-food restaurant?
3. How satisfied are you with the customer service provided at a fast-food restaurant’s
KIOSK?
4. What do you think are the strengths of the customer service provided by (KIOSK)?
(Select all that apply)
5. What do you think are the areas for improvement in the customer service provided by
(KIOSK)? (Select all that apply)
6. Have you used any of the following modern methods of delivering customer service at
(KIOSK)? (Select all that apply)
7. How satisfied are you with the modern methods of delivering customer service at
(KIOSK)?
8. What do you think are the benefits of using modern methods of delivering customer
service at (KIOSK)? (Select all that apply)
9. What do you think are the challenges of using modern methods of delivering customer
service at (KIOSK)? (Select all that apply)
10. Do you think AI can improve customer service at (KIOSK)?
11. Would you be willing to interact with AI-powered customer service again in the future?
(KIOSK)
12. How likely are you to recommend (KIOSK) to others based on your customer service
experience?

Introduction

The COVID-19 pandemic had an immense effect on how the hospitality business serviced its guests and
customers, with many individuals avoiding restaurants owing to government rules, health concerns, and
poor customer service. The financial impact on the restaurant business was substantial. Even after the
pandemic, some consumers are still wary of crowded places, thus harming restaurant operations. Faced
with consumer opposition and a labor crisis, restaurants turned to electronic gadgets to reduce human
touch while demonstrating adherence to safety rules. Kiosks have grown in popularity as a means of
reducing interpersonal interaction, lowering labor costs, simplifying ordering, and increasing consumer
happiness and loyalty. This transition marks an important point in the relationship of technology and the
restaurant business, altering the way we dine outside.

In today's fast-changing world, technology is continuously advancing, and much has changed in areas
such as self-service technology (SST), particularly since the pandemic. The hospitality business is rapidly
catching up with this technological revolution, going beyond just exchanging information and embracing
new methods of processing it. Because of this continual journey, the industry is always looking for new
ways to use technology.

In the course of this study, we are going to focus on Kiosk, one of the most popular technologies for self-
service. Kiosks are one of the most frequent forms of SST, and they are widely seen as one of the most
recent inventions in the restaurant sector. The restaurant's kiosk is an unattended payment system that
allows consumers to order meals or engage in service operations without having to interact with
personnel. Kiosks in restaurants are predicted to become a widespread and routinized service for clients
in a short period since they not only develop an innovative technological infrastructure but also deliver
new value to customers.

The hospitality industry has implemented various forms of information technology to help provide its
products and services to customers with greater efficiency and effectiveness while additionally
enhancing the general quality of the services provided (Law et al., 2020). One current trend in the hotel
business is that certain organizations are shifting away from traditional amenities given by human staff
and towards the use of self-service technology (SST), in which clients co-create the services (Law et al.,
2020; Kattara and El-Said, 2014). SST enables hospitality businesses to deliver services with fewer people
(Lin and Hsieh, 2011). Because the hospitality business is generally human labor-intensive in comparison
to other industries, the ensuing cost reductions from decreased personnel expenditures may be
relatively significant benefits for hospitality organizations (Law et al., 2020).

This study focuses on the Kiosk, which is one of the most common and disruptive types of SST in the
hotel industry. The restaurant kiosk, positioned as an unmanned payment system, allows consumers to
immediately place orders and engage in service operations, avoiding face-to-face encounters with
personnel. Restaurant kiosks, in addition to developing an innovative technology infrastructure, bring a
new dimension of value for consumers, poised to become a ubiquitous and everyday service in a
surprisingly short period.

The shift towards self-service devices like kiosks is consistent with larger changes in the hotel business.
Organizations are progressively abandoning traditional, human-centered service delivery approaches in
favor of SST, in which consumers actively participate in co-creating services. This trend not only
corresponds with modern customer tastes but also allows hospitality businesses to operate with fewer
personnel, resulting in considerable cost savings in a labor-intensive industry.

Against this framework, the purpose of this quantitative study is to assess Customer Service Efficiency in
the context of AI-Kiosk Integration in a restaurant setting. This study intends to give significant insights
into the effectiveness of AI-powered kiosks in improving operational efficiency, customer happiness, and
overall service quality in the hospitality industry by investigating the influence of AI technology on
customer service KPIs. The research aspires to add to the continuing conversation on the shifting
landscape of technology in the hospitality industry through a data-driven approach, with a special focus
on the transformational effect of AI-integrated kiosk systems..

Research Problem
 1. How does the use of AI in fast-food KIOSKs affect customer satisfaction and service efficiency?
2. What are the perceived strengths, weaknesses, opportunities, and threats associated with the
implementation of AI-powered customer service in fast-food restaurant KIOSKs?

Statement of the Problem:

As the use of artificial intelligence (AI) technology in fast-food restaurant KIOSKs grows more common,
there is a growing need to evaluate its influence on customer service efficiency. Two critical elements
merit examination. To begin, knowing how AI in fast-food KIOSKs influences customer happiness and
service efficiency is critical for determining the overall success of these technological developments.
Second, for optimizing user experiences, it is critical to determine the perceived strengths, limitations,
possibilities, and risks connected with the introduction of AI-powered customer service in fast-food
restaurant KIOSKs. To address these difficulties thoroughly, this project will undertake a quantitative
study using a structured survey questionnaire to gain useful data from customers who have recently
interacted with AI-integrated KIOSKs at prominent fast-food outlets. The study seeks to offer significant
insights that can guide strategies for improving customer service efficiency and refining the use of AI
technology in the fast-food business by studying these factors.

This trend is illustrated by the use of cashless touch-screen kiosks or self-order and pay tablets in
restaurants. This form of self-service has become increasingly popular after the two leading casual
dining chains, Chili’s and Applebee’s, provided the option of ordering and paying for services using
tablet-based touch-screen devices in 2014 (Hanks et al., 2016). A number of other restaurant chains
followed suit (Ahn and Seo, 2018), and touch screen tablets have become a fixture on restaurant tables
next to ketchup bottles and saltshakers (Filloon, 2017). Illustrating this trend, fast food chains such as
Taco Bell are aiming to install self-service kiosks in all their locations by 2020 in order to reduce overall
service transaction times and eliminate human cashiers (Papandrea, 2019). The use of SST in restaurants
has led to increased profits, as customers purchase more food items and fewer human servers are
needed (Hanks et al., 2016). It also serves as a valuable mechanism for gathering consumer consumption
data (Filloon, 2017) and results in better customer service by increasing service flexibility and reducing
the need to wait for service (Ozturk, 2016).
https://www.sciencedirect.com/science/article/abs/pii/S0278431920303091