DEVELOPMENT OF A TABLE-MOUNTED SELF-SERVICE KIOSK

FOR QUICK SERVICE RESTAURANTS

Background of the Study

Self-service technology (SST) assists in the delivery of services that have autonomously altered

consumer engagement. SST includes some of the most well-known applications that have become an

integral aspect of human existence, such as ATMs, self-ticket purchases online, hotel self-check-outs, and

the self-pumping function seen at petrol stations. Apart from the operation of front-line service personnel,

all efforts have been directed toward achieving favorable results. The dynamics at work frequently

incorporate services enlisted on the web or offline via service kiosks. Service experiences have greatly

aided communication with service providers via technology delivery alternatives. Where people's needs

are addressed with vigor through self-servicing, the necessity for representation has taken a back seat.

The majority of patrons are dissatisfied with restaurant queue management procedures.

Customers do, however, rate their satisfaction with QSR practices' handling of the waiting queue higher.

Customers appear to be satisfied with the way restaurants manage elderly, pregnant, and disabled patrons

as well as the application of the first-come, first-served policy. In general, patrons are not very pleased

with the restaurants' current level of service. This covers the quantity of channels available, the duration

of the service, and any other amenities offered to make customers' waits less uncomfortable or boring.

There is insufficient space for consumers to use when they are in line or pass the time while they are

waiting (Austria, 2015).

One of the most popular uses of SST is the ordering system in the food service industry,

particularly in quick service restaurants (QSR). Quick service restaurants, commonly known as fast food

restaurants, serve food that requires less preparation time and is served quickly. The QSR industry has

expanded over the last few decades and now controls a large portion of the world market. According to

Mordor Intelligence (2024), the foodservice market in the Philippines is projected to increase at a

compound annual growth rate (CAGR) of 14.32% from 2024 to 2029, from an estimated 16.12 billion
USD in 2024 to 31.47 billion USD in 2029. In terms of market share, quick service restaurants led the

way in 2022. Over the projection period, the segment is anticipated to grow at a CAGR of 15.78% in

terms of value. The expansion can be ascribed to the nation's persistently rising fast food preference,

which has prompted the introduction of multiple new products. In the Philippines, some of the most well-

known fast service restaurants are KFC, McDonald's, Chowking, Jollibee, and Greenwich Pizza.

To improve communication inside the business, Retekess provides dependable and effective

restaurant pager systems. Retekess restaurant buzzer systems and wireless pager systems enhances the

general customer experience by effectively managing the waiting period. Restaurants can use pager

systems to keep staff members informed of customer requests and comments, and use wireless paging

systems to let customers know when their food is ready (Retekess, 2024).

In 2014, Applebee began installing tabletop tablets made by Presto; by 2017, these tablets were

present at every table across all 2,000 of the company's U.S. locations. Tablets atop tables are meant to

expedite service by allowing patrons to place meal orders and settle bills without waiting for a waitress to

arrive. Theoretically, they enable eateries to serve more customers and turn tables faster. After a few

years of implementation, chains are discovering that tablets are an invaluable addition to their tech toolkit.

Self-service kiosks (SSKs) have been introduced into the foodservice industry, which has

improved financial metrics, increased customer loyalty, and favorable employee feedback (Ottenbacher &

Gnoth, 2005). According to the 2019 State of the Industry report from the National Restaurant

Association, 41% of quick-service operators want to invest more in tablets, iPads, Tableside ordering

systems, often known as SOKs, are implemented in their stores with the aim of enhancing client

experiences and expectations (Kelso, 2019). Furthermore, over 65% of Tillster's patrons stated that they

would be more inclined to visit a restaurant with self-service kiosks for convenient and quick orders. It is

evident from this that eateries stand to gain from the additional decision-making power that kiosks

provide (Neiman, 2019).

Objectives of the Study

The general objective of the study is to develop a Table-Mounted Self-Service Kiosk for Quick

Service Restaurants.

Specifically, the study aims to:

1. Design a Table-Mounted Self-Service Kiosk for Quick Service Restaurants with the

following characteristics:

a) 7-inch touch screen display

b) 5mm tempered glass cover

c) Magnetic lock

d) ON/OFF switch

e) Internal cabling

2. Create a project with a kiosk machine technology in quick service restaurants.

3. Test and improve the product in terms of functionality and accuracy of the device.

4. Evaluate the performance of the kiosk machine for quick service restaurants using

consumers’ feedback.

Significance of the Study

Kiosk in quick service restaurants has becoming the modern type of ordering system. The

experience of the researchers in electronics contributes to the concept of enhancing the suggested project

in ordering systems. The device aims to benefit the following:

QSR consumers - The device is table-mounted, it will take less time for consumers to order and

not having to leave their valuables in the table just so that they can order at the counter or on the kiosk

machine.

QSR owners - The device will make the consumers take less time ordering, that have more

potential customers.

QSR employees - More organized system, as well the proposed project serves as a table

management, making the crew organized in serving orders.

 RESEARCH METHODOLOGY

Research Design

The researchers utilized developmental-descriptive method of research using quantitative

approach for this study. It was developmental in nature as it is opposed to providing simple instructional

development of the systematic study of designing, developing, and evaluating instructional programs,

processes, and products that must meet criteria of internal consistency and effectiveness (Richey, 1994). It

was descriptive in nature as it seeks to describe a population, condition or phenomenon accurately and

systematically aims to determine the level of acceptability of the prototype in terms of functionality,

durability, accuracy, and aesthetics (McCombes, 2020).

Research Instrument and Statistical Treatment of Data

The study utilized the College of Industrial Technology Evaluation Instrument for product

development. It was composed of five criterions: (1) functionality, (2) durability, (3) accuracy, and (4)

aesthetics.

The questionnaire instrument included the following components:

1. Socio-Demographic Profile. It asks the respondents age, gender, work status, and field of

specialization.

2. Level of Satisfaction. It determines the level of satisfaction of the end-users with their experience in

terms of functionality, accuracy, and aesthetics of the device measured using a 5-point Likert scale

ranging from extremely satisfied to not satisfied at all.

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